iPoint-media - Interctive Video Call Center

Untitled Document

Vitrage Overview

Vitrage Architecture

Vitrage Applications

Application Templates

Vitrage O2m

Vitrage ViC

	Solution Description
	Features and Benefits

Vitrage MiVR

Vitrage VBOX

VIC Solution Description

The interface to the 3G mobile network is achieved through an H.324M to H.323 gateway. The main platform provides functions provided by ipVIC. The platform can be implemented on a single server or on multiple servers running the relevant services.

The Vitrage ViC system runs the Video Interaction Center services. These services are integrated and operate in conjunction with each other to provide high quality service as demanded from an Interaction Center.

Vitrage ViC can operate both as an Inbound Call or Outbound Call Center: As an Inbound Call Center, calls are initiated by the customer to obtain information, report a malfunction or ask for help. As an Outbound Call Center, the agent initiates the call to a customer primarily with the aim to sell a product or a service.

ACD – Video Automatic Call Distribution

The ACD lies at the heart of the Vitrage ViC system. The basic system processes incoming video calls on a first-come, first-served basis. The system typically answers each call immediately and, if necessary, holds it in a queue until it can be directed to the next available ACD call center agent.

When an agent becomes available, the agent serves the first caller in this queue. However, the ACD does far more than simply process calls in sequence.

The ACD manages multiple call center queues, keeps a log of call group activity, and uses the Vitrage ViC to monitor a variety of activities: analyze queues and agents, hold time, and much more. Depending upon user-defined business rules, the ACD system creates different processing paths for different callers. This is part of the Skill-Based Routing service which is part of the ACD subsystem. For example, individuals calling a special number can be routed for priority handling. Customers placing orders can be distinguished and given a higher priority than those seeking general information.

However the call center's business rules may be configured, the ultimate goal should be to meet customer service expectations by serving every caller quickly and efficiently. The ADC is integrated with the optional content repository subsystem. Callers waiting in an ACD queue can be reassured with recorded informative or promotional video clips or slides (coming from the content repository subsystem) or, alternatively, weather and news channel updates.

The database subsystem is centered on an SQL database. It runs as a service. It can also run on its own server, which can be implemented whenever the application is database intensive. The database is used to pass information within the Vitrage ViC system and between its subsystems. Such information includes customer information, call center information, such as profiles, to assist the skill-based routing function.

Management and Administration Facilities

The ACD management services provide for three management disciplines: Administrator, Supervisor and Agent.

The ACD interacts with the agents through the front end of a Web interface. The features are designed to ensure that customers receive quality service by providing agents with a comprehensive and quickly accessible set of functions that best serve the most current requirements. In short, functions are accessible where they make the most sense and are easily implemented by call center managers without programming knowledge. Such functions include: forward, transfer, I-am-busy, and other.

Supervisor features enable administrative staff to monitor their agents' work and provide agents with the support they need. Supervisors can access current status displays, as well as historical information collected by the system in the day-to-day management of call center operations.

Administrator features enable administrative staff to control the elements of the Vitrage ViC system and its subsystems. Generally, administrator features are more technically oriented.

Agents

Vitrage ViC agents are H.323 end point that runs as a joint or integrated application in conjunction with a Web management and overlay application. There are a few types for agents that are available:

Agent (MS Win) runs on a Microsoft Windows computer. It runs both the audio/video client, as well as the management application that runs as a Web client.

Agent (appliance) runs on a separate and independent appliance. Such an appliance can be a standard video conferencing system for all possible vendors (since it is standards-based H.323). Conversely, it can be a small-footprint end point (like Dlink-1000), that is integrated with a small LCD monitor. The choice of the end point will be based on the call center design and implementation. The agent's management client, runs as a Web client over a MS Windows system. (This can be the same monitor that the agent uses for operation and CRM).