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The VONEXUS Enterprise Interaction Center™
IP PBX communications system

Contact Center Capability

Multimedia ACD, Interaction Attendant®, Interaction Supervisor, iRecord

The departmental "contact center"
With many enterprises now incorporating inbound/outbound operations in departments like Technical Support and Marketing, however, such high-volume workgroups require "contact center" capabilities to handle calls as well as web interactions.

The EIC system delivers with its IP PBX functionality for IP telephony and inbound/ outbound calls, a built-in chat server for web contact management, plus:

An automatic communications distributor (ACD) for queued calls, Web chats and Web callbacks
The inherent Interaction Attendant® automated attendant for intelligent call routing and e-mail routing
The pre-integrated Interaction Supervisor module for monitoring workgroup activities and EIC system performance

Click on the following screen graphics for a close-up view of EIC’s call center applications.

Automatic communications distributor (ACD)

Use Vonexus EIC’s inherent ACD to route incoming interactions to configurable workgroup queues enterprise-wide—quickly, and accurately. In supporting ACD functionality for phone calls as well as Web chats and Web callback requests, Vonexus EIC makes it easy to develop departmental routing processes based on longest agent availability, agent skill levels, and priority.

Shown here: Interactions queued in Vonexus EIC’s Interaction Client® desktop user interface.

The enhanced ACD features in Vonexus EIC additionally allow your organization to configure a workgroup’s “agents” as members of multiple queues for more efficient distribution control. Also whether updating an agent’s profile or adding a new agent, any change takes effect immediately. Simply use the ACD settings in Vonexus EIC’s Interaction Administrator® interface to structure routing processes based on parameters such as:

Agent skills
Time an agent has been available
Interaction skill requirement
Interaction priority level
Time an interaction has been in an ACD queue
Time an interaction has been in Vonexus EIC

In short, Vonexus EIC’s ACD quickly finds the best match between agent and interaction, allowing workgroups and users to provide a more consistent and measurable brand of customer service.

Interaction Attendant
Interaction Attendant is the VONEXUS Enterprise Interaction Center system's highly-usable auto attendant builder. IT teams can use Interaction Attendant to configure both basic and more extensive call and e-mail routing schedules, along with call processing for Vonexus EIC’s automatic communications distributor (ACD).

The advantages Interaction Attendant gives your enterprise include its:

Simplicity and familiarity
Even with a robust feature set, the Interaction Attendant interface is designed with novice users in mind, offering a familiar, intuitive tree display to show the relationships among Vonexus EIC Servers, profiles, schedules, and menus.

Sophisticated routing
Route calls and e-mails to any Vonexus EIC system workgroup (ACD, hunt, standard), user queue, or station queue, and play estimated wait time and place in queue for calls. Interaction Attendant also makes it possible to route a call to the appropriate user’s unified messaging inbox (voice mail/ e-mail/ fax).

Flexibility
Schedule Interaction Attendant profiles to activate automatically.

Service-oriented auto attendant functions
Enhance the customer experience for every person who contacts your business with features such as:

Workgroup or station group transfer – Transfer a call to a workgroup’s number. Interaction Attendant enables the Vonexus EIC system to sequentially hunt workgroups, ring all workgroup members simultaneously, or provide ACD queuing for the longest available agent, including agent skills.
Route callback requests – Prevent callers (and Web visitors) from waiting on hold by configuring Vonexus EIC’s callback request feature, including having the person verify their callback phone number. Once requested, Interaction Attendant sends a callback request to a workgroup queue, presents it as a callback object, an enables an agent/ employee to simply click on the object to make the callback.

ACD routing options
To give your enterprise’s departmental contact centers more control over their designated queues, Interaction Attendant supports the configuration of basic operations while a call is in queue, with flexible in-queue options that include:

Set call priority – Allow caller prioritization in the queue when transferring a call to a workgroup.
Skills-based routing – Apply a specific agent/ employee skill per call when transferring a call to a workgroup via Vonexus EIC’s ACD routing. EIC also supports longest available agent with call skill and priority on a call processed by the ACD.
In-queue time limit – Set the Vonexus EIC system to transfer a call to another menu, profile, or extension whenever an in queue time limit is reached.
Direct-to-queue timeout goes back to Interaction Attendant processing – If an ACD workgroup is configured for direct-to-queue call processing in Interaction Attendant, unanswered calls are “handed back” to the attendant menu once a specified timeout occurs.

Supported in-queue features
Again with the best possible customer experience in mind, Interaction Attendant lets your business configure service-oriented routines to:

Play promotional messages while on-hold – Post an unlimited number of messages to promote new products, services, etc.
Play promotional messages while on-hold, by workgroup – Customize a similarly unlimited number of on-hold promotional messages by workgroup.
Announce estimated wait time – Studies show that callers are more likely to wait if they know how long their time will be in queue.
Announce position in queue – Announce to a caller how many calls are queued before them.
(Option to) Leave a voice message – Allow a caller to leave a voice message rather than wait in queue.
(Option to) Return to a previous menu – Allows a caller to leave the queue, return to a previous menu, and route themselves to a different menu or area of your enterprise.
Overflow – Transfer a caller to an alternate workgroup to speed service when an overflow condition occurs.

Example Interaction Attendant scenario
Talk about easy. Interaction Attendant lets you configure most any auto attendant process in minutes with a few simple steps.

Step 1. Greet a caller with an appropriate message such as “Thank you for calling the customer service department.”
Step 2. Play an opening “on-hold” message such as, “We are sorry all agents are busy with other calls right now. Please hold and your call will be answered in the order it was received."
Step 3. Now play the caller their estimated wait time, “We estimate your hold time to be 2 minutes.”
Step 4. Play on-hold music. In Vonexus EIC, the music is any .wav file you choose.
Step 5. Play a promotional message such as “Visit our new online services page at www.xyzcompany.com.”
Step 6. At this point, offer the caller a menu of choices such as, “To remain in queue press 1 or stay on the line. To return to the main menu, press 2. Or to leave a voice message for the customer service group, press 3.”

Interaction Supervisor
for Quality Monitoring
Interaction Supervisor pre-integrates to the VONEXUS Enterprise Interaction Center to provide a single real-time interface for monitoring agent and workgroup activities, along with interaction events and Vonexus EIC system and queue statistics.

For departmental contact center managers, the Interaction Supervisor application facilitates making split-second decisions with readily-viewed statistical displays for lines and stations, and with system alerts, notifications, SNMP monitoring, event logging and log retrieval.

Features like whisper coaching and threshold alerting also enhance service-level management and put supervisors in proactive control to maximize agent effectiveness and customer service.

Agent and Workgroup Overview Views. View direct performance comparisons among agents in one consolidated table, or display and compare agent performance in various workgroups. Also use the Workgroup Overview View to put Workgroup, Workgroup Overview, and Graph views in one display for monitoring multiple workgroups and statistics concurrently.

Real-time graphs and alerts.. Graph Views present graphs in real-time and provide options to display data in line graphs as well as vertical and horizontal bar charts. Also create graphs based on a variety of statistics, and graph any workgroup stat outlined in a Workgroup View. Additionally configure customizable alerts for workgroup and queue statistics, and send notifications via sound, e-mail, or icon/ graphic when pre-set parameters have been exceeded.

Multiple window displays simultaneously.Arrange multiple views simultaneously or in a tabbed workbook window arrangement with Interaction Supervisor’s dockable framework. Also maintain persistent window settings and utilize Tile, Cascade and Icon views to optimize statistical monitoring.

Overall, Interaction Supervisor condenses monitoring activities to one interface that allows supervisors to improve interaction control, optimize agent and Vonexus EIC system performance, and reduce operations costs with a single monitoring interface to display interaction activities as well as Vonexus EIC system diagnostics.

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