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| Hosted Video Interaction
Center |
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Imagine a caller to a
dealership inquiring about a new car that he had just seen. A sales
representative answers with a smile and tells him about its exciting
new features. To enhance his sales pitch, the representative sends a
video clip that demonstrates these features. In another scenario,
imagine a caller receiving technical support from a live support
representative who can see the problem, send video clips with fixes and
other details – just like receiving on-site support.
Vitrage ViC™ brings the
voice-based contact center to the interactive video era. It can serve
as an inbound and/or outbound video contact center, enhancing every
aspect of familiar voice communications with video interaction:
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Video
Interaction: The voice-based
communication with the representative is replaced by face-to-face video
interaction, during which representatives can use the video and content
repository to display video content as part of their interaction.
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Video Call Center: Vitrage ViC has all of the capabilities of a sophisticated
Call Center. Vitrage ViC Call Center service can operate as an
independent video call center, or as a subsystem to the master or
legacy call center (The Voice Call Center). It includes a video
softswitch and an ACD, which are managed through a Web portal. The ACD
encompasses multiple services such as Queue Control plus Call Waiting,
Profile and Skill-Based Routing, Group Management with flexible agent
actions (Transfer, Forward, Show Clip), among other services. All of
these services can be configured according to the profiles of both the
agents and the customers. |
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Multimedia
Interactive Video Response (MiVR): The
voice-based IVR is replaced by a rich, interactive multimedia IVR
(MiVR). The caller can easily navigate to find relevant video content
or find the relevant representative. |
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Video Greetings: A sophisticated video and content repository provides video
auto-attendant and video greetings to incoming callers. The video
greetings are sent according to the caller’s profile set by the CRM. |
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Figure 1 - ViC
(Video Interaction Center) Architecture
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Vitrage™ ViC can be implemented as a stand-alone video contact center or
integrated with existing contact center ACD and CRM systems. It
supports a variety of applications, from inbound and outbound sales to
helpdesk and support.
Built-in Video
ACD
Vitrage™ ViC includes a powerful and comprehensive built-in ACD and a
sophisticated video softswitch. The ACD boasts all the familiar
features of voice-based contact center ACD systems, such as queue
control, call waiting, profile and skill-based routing, and group
management. It is managed through a Web portal.
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Profile based
routing (ANI, DNIS) |
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Dynamic
assignments/priorities |
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Call transfer between agents |
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Consultation mode
(conference) |
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In-group and between groups
load balancing |
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Local and remote bandwidth
and network resources management |
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Supports Hosted/Centrex Model
Vitrage™ ViC supports the shared hosting/Centrex model. This means that
the business models are more flexible. The Contact Center and all its
functionality can be divided into partitions. These partitions group
together customer service representatives with a unified and unique
look and feel, reporting, routing rules and media. Multiple service
partitions allow the system operator to host and sub license capacity
to multiple business organizations. Operators and service providers can
play a more active role in the value chain by offering enterprises a
shared infrastructure that allows them to provide a robust service
while minimizing their risks. |
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Figure 2 - ViC
Hosted Topology
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Stand-alone or Integrated Solution
Vitrage™ ViC can be implemented as a stand-alone solution with its own
video-dedicated ACD, or as an integrated solution that interfaces
seamlessly with existing CRM and ACD systems. In either case, the
result is a transparently integrated, smooth video call experience.
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