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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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