Customer
Interaction
Solutions
Whenever a customer interacts with your organization, be it an account manager, a technical specialist, a contact center agent or through an automated self service application, you need to ensure he has a positive and satisfying experience.
To give agents and office workers the best basis for successful interaction, the business communications system you deploy must have powerful capabilities. Not only must it be easy to work with, allowing users to find information and switch appli-cations seamlessly, but it should also integrate front and back office processes.
And to ensure maximum Return On Investment (ROI), it must be easy to incorporate into your existing telecommunications sys-tem and IT infrastructure. So adopting an open architecture and adding compliance with all the most common IT and telecom standards to your shopping list will be necessary alongside the expected easy-to-administer and easy-to-maintain options that you know your senior management will expect.
Welcome to our world, a subject area we believe is so full of rich potential that we at Voxtron have made it our mission to help you enjoy the myriad benefits - and in a way that both delights you and exceeds your expectations in the process.
Today, Pro-active
Customer Management
Is Essential
Multimedia routing and its associated capabilities have failed to deliver real ROI, until now.
Voxtron Customer Interaction Solutions (CIS) integrate phone, e-mail, chat, fax and SMS, both for self-service as well as personal service. So, for example our universal queue concept offers multi-ple routing options and a highly flexible design. It thus facilitates the processing and handling of multiple communication channels. Additionally the client software is multifunctional and can be used both in the front and the back office. So, in case you need additional staff to answer calls, you can simply integrate the back office into the contact center routing with a ‘single’ mouse click. Developing and customizing capabilities like these and commu-nications solutions in general has been Voxtron’s forte for the last 15 years; as you would expect we have gained a wealth of knowledge and experience in this domain in the process. Unsurprisingly therefore, the different modules offered with a Voxtron solution make it easy to customize and scale an applica-tion that perfectly suits your needs now and, as your organiza-tion changes going forward, in the future.
We can even help you contribute to a greener world by enjoy-ing the benefits of our “One server, One client” concept. This is where the architecture of the Voxtron Customer Interaction Solution will replace all the single servers usually needed for fax, mail, routing, messaging, presence, etc.
Powerful & Flexible
Communications
Capabilities That
Can Be Fine-Tuned
To Your Situation
Partnering with Voxtron allows you to leverage and benefit from our unique set of skills and services, and thus achieve a rapid and high ROI. So, for example, our extensive market experience will help you decide what will work for your situation and what the best solutions are.
Our state-of-the-art software is complemented by a comprehen-sive portfolio of professional services that include consultancy, implementation assistance and integration with your business processes.
Our support services are permanently available to help you on a 24/7 basis. In summary, Voxtron is a reliable, trusted and one-stop-solutions partner that is constantly looking to innovate on your behalf - just ask our many satisfied customers.
Our Commitment
Is Total
Real people with real knowledge, acting on your behalf.
• Satisfying customers. Voxtron CIS’ comprehensive capabili-ties, ease of use and outstanding flexibility ensure that your staff can devote their energies to providing excellent customer serv-ice and sales support without worrying about system perform-ance, reliability and maintenance issues. A particularly popular Voxtron system feature for improving customer satisfaction scores is the skills-based routing facility that ensures a call gets routed to the best agent resource available to handle it at any given time.
• Company image. Voxtron CIS’ automation and configuration options will allow you to present the perfect profile to your customer base and any new contacts, and thus increase your image and overall market reputation.
• Controlling costs. Features such as skills-based routing, uni-versal queues and CTI tools (quick dial, screen pops, presence, etc) allow you to process interactions more intelligently and productively, thus reducing your operating costs. Our dedication to helping you improve effectiveness and increase efficiency ensures you have the right suite of communications tools to optimize your business processes across the organization and enjoy the resulting savings and other business benefits.
With Voxtron’s CIS you can rest assured that you have the best possible solution for customer satisfaction, brand enhancement and cost control.
Ensuring A Rapid
& Maximum ROI
Voxtron’s continuous development efforts focus on the key issues that affect your business.
Voxtron launched in 1994 and has many successful telecommu-nications products to its name. These include TeleButler, Axxium and agenTel, all solutions characterized by high reliability, great performance, impressive features and rapid ROI.
We proactively court the views and input of our customers because we know that this not only leads to higher customer satisfaction but gives us great new ideas to incorporate into our products.
Voxtron currently has thousands of satisfied customers in over 30 countries. They are there, we believe, because of the quality of our unique, customizable solutions, competitive pricing and ongoing support.
We look forward to discussing your requirements with you fur-ther and fur-thereafter welcoming you to our Voxtron community.
Take Advantage of Our
Experience & Expertise
Outsourcing has become a major trend with Outsource Service Providers (OSPs) accept-ing incomaccept-ing calls for a variety of different companies at the same time; an OSP may also be running simultaneous outbound telemar-keting or telesales activities dur-ing any given period. Voxtron’s CIS permits multiple tenants and campaigns, and can use the versa-tility of Voxtron’s intelligent ACD to personalize the introductory ‘Hello’, integrate various business processes and create proper client billing at the end of the month. In outbound campaigns, customers are automatically called by the sys-tem and then connected to the right agent. On connection, all necessary information is “popped” onto the screen, thus saving the agent valu-able dialing and processing time. Voxtron’s built-in tools such as real-time reporting allow the OSP man-ager and team-leaders to adjust agent work priorities according to their current operational needs. Similarly historical statistics and database interrogation options ensure key performance indicators can be monitored and adjusted accordingly.
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If you want to know more about us, just contact us: www.voxtron.com
Suppose you are a manufac-turerof access control systems
and a client calls to inform you that the system isn’t working for some of his staff; he needs a prompt and correct answer. Your technical hotline agent may not be aware of the particular configuration in that company but he can find out which software and hardware is installed and, using a knowledge base, the most likely symptoms of the prob-lem and what the client can do as first steps to resolve the issue. Vox-tron’s “Presence information” fea-ture will also allow the agent to find out which expert in the back office department is available to deal with the caller in case the initial suggestions don’t work. Utilizing the system in this fashion ensures problem resolution times are mini-mized and staff are available to handle more callers.
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Suppose you are an insur-ance provider and one of your clients calls your contact center with a question about his life insurance. The system recognizes the caller and pops up his recorded informa-tion for the agent on his screen: age, family situation, number and status of his insurance policies, and other relevant data. With this input, the agent can greet the caller in a very personal way, provide him with rel-evant information and, with appro-priate Voxtron system prompts, make him aware of other opportu-nities that might interest him. Such cross-selling and up-selling tactics are becoming increasingly impor-tant to boost sales for all incoming and outgoing call situations. Con-tact-blending can even go one step further by mixing fax, e-mails and web-chat in Voxtron’s “One server, one client” concept.
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Modern governments treat their citizens as customers.
To facilitate this, their IT systems and PBX infrastructures need to be networked. Voxtron’s CIS enables the employees of municipalities, ministries and public authorities to have a 360 degree view of the peo-ple that contact them. So, typically, from a central phone number, a citi-zen can get valuable information about most issues, from waste dis-posal and passport matters through to opening hours and responsibili-ties for financial aid and child care. In such heavy call load situations, Voxtron’s “intelligent call distribu-tion” capability routes citizens to agents and other resources that can assist them as quickly as possible. Other Voxtron features such as faces to knowledge bases and inter-nal resources also make the agents’ work processes much more effec-tive and citizen-friendly. In another key government application, emer-gency response, Voxtron’s voice and SMS functionalities can be used to inform a large number of people, both employees and citizens, of an urgent situation as quickly as possible.
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Financial institutions have gone through massive changes
in the last few years and proactive customer interactions have become a major determinant of corporate success. In a large retail bank with over 100 branch offices and a strong internet and self-service approach, a central call center and voice-por-tal platform is used. It serves as the entrance point for the customer for various services: internet banking help-desk, fully automated phone banking, call center prequalifica-tion, dealer hotline and debt collec-tion. The branch offices forward all incoming calls to the central contact center, and can thus concentrate on consulting and selling face to face. With over 500,000 digital faxes sent and received per month, one particular Voxtron communications platform was able to play a major role in improving processes, reduc-ing costs and increasreduc-ing efficiency. Voxtron’s knowledgeable and help-ful personnel succeeded in adapt-ing the system to the bank’s special needs all whilst accommodating the bank’s particular security and reporting concerns.
