eVoice Call Center
eVoice Messaging is an voice messaging solution with
integrated internet access to retrieve and manage voice
messages of one or multiple voicemail boxes.
eVoice Messaging gives the subscriber more flexibility
and increases efficiency around voice messaging. More
important, the subscriber does not need any technical
background or special equipment on-site.
For the vast majority of call centers, part of the
traffic, if not the biggest part, can be treated off-line
without negatively impacting the perception of the
calling user. eVoice Call Center offers an elegant way of
processing this off-line traffic. By doing so, costs can
be considerably reduced as peak capacity requirements are
softened out, as well as the necessity to have call
center operators at a given site.
eVoice Call Center offers the full call center
functionality as a network based service, requiring only
a PC and a browser to operate the call center.
Read more about:
eVoice Call Center Key Points
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Medium and large enterprises voice messaging response system
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Fully Network hosted
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Intuitive and easy to use (Web Browser Interface)
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Easy customisable
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Allows for fully distributed operation
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Low cost maintenance
eVoice Call Center Main Features
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Fully hosted solution: Company only needs PC with Web browser
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Remote attendants: Attendants can be located anywhere
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Easy to use: Straightforward, easy to use graphical interface
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Multi-language support: English, French, Spanish, Italian, Portuguese, German, Dutch...
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Multi-company support: Service supports multiple companies with multi-mailboxes
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Automatic routing of messages: Capability based routing of messages to operators
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Predefined answers: Database with predefined answer management
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Message treatment supervision: Database with predefined answer management
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Voice Message response features: Supervision of messages through full message lifetime
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Support of supervisors and attendants
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Capability Management system for Attendants
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Multi-Voice Message Response systems per company....
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FAQ management by supervisors
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Notification to calling user when question has been answered: outgoing call, SMS, ...
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Possibility to escalate messages
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Message forwarding between VMR systems
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Life-cycle management per message
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Strong CRM facilities
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Enhanced reporting facilities: messages, attendants, ...
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...
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eVoice Call Center Typical Deployment Examples
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Asynchrounus Call Centers: eVoice Call Center allows companies to process mass voice message traffic off-line, without the cost of centralized attendants. Using only a PC-based browser, companies can quickly and conveniently soften the impact of peak-time traffic.
eVoice Call Center Subscriber Experience
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Company: Company subscribes to service, selects the number of voice messaging response systems, and when to activated (on busy, on no response, always,...). Company defines the specific company announcements associated to the service through the Web.
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User: calls the telephone number of the company and is routed to the voice messaging response system. User leaves a message with his/her request.
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System: eVoice Call Center looks which attendant is online and has the right capabilities to respond to message. Message is forwarded to the appropriate attendant.
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Attendant: Listens through the Web to the message, and search in the database for the appropriate answer. Attendant connects the right answer to the request and requests a new message.
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System: eVoice Call Center notifies the user that he/he has a response.
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User: User gets a notification and calls the company number. eVoice Call Center identifies that a response is available and will play request and response to calling user.
eVoice Call Center end-user target segment
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Medium to large enterprises with considerable amount of incoming voice traffic to their call centers, interested in reducing cost and increasing customer satisfaction. This feature will normally be offered as an extension to enterprises with enhanced routing plans to their call centers (mainly wireline operators).