IT Solutions. VISIONSUITE. VISIONQA™
QA/Operations enhancement commutation and analysis application
Vision QA TOOL™ Introduction
Vision QA TM is a system that Real-Time reports, captures, stores, archives and back-end reports activity in which you may want to evaluate. It is designed for customer contact centers. The Vision QA Tool TM is an effective quality/monitoring management system that helps improve the quality of service by gauging agent performance keeping all parties informed as it happens real-time or historical trending.
The Product
Real-Time inspections can be done of telephony or any product in need of inspection. The system was built to score/inspect a product or person for development and or detect errors in need of repair. The system is also set up so supervisors can create notes on a development form that can be updated and used for documentation that a session with an employee regarding a need for change had occurred.
- Fast and easy retrieval of records
- Portable records
- Extensive data analysis and reporting
- System back-up and management
- Remote access and system maintenance
Benefits
Vision QA Tool™ is a quality management and training enhancement system. It identifies service problems, keeps track of agent performance trending and records critical communications. Vision QA Tool™ is essential in identifying agent challenges, allowing for effective coaching, motivation and managing of representatives. It is also a powerful tool in resolving potential disputes between customers and agents or agents and management. Vision QA Tool™ is a necessity to any professional call center where efficiency and world class quality of service is a priority.
VisionLog ™ Introduction
VisionLog™ is a digital recording system that captures, stores, archives and plays back telephony and computer activity. It is designed for customer contact centers, trading floors, air traffic control rooms, and many other agencies. VisionLog™ is an effective quality management system that helps improve service quality and agent performance.
The Product
Simultaneous capture of telephony and computer activities. With a state-of-the-art digital recording technology, VisionLog™ captures telephony and computer activity real-time, including voice conversations, screen snapshots, calling/called numbers, agent ID, calling times, and all other associated data. VisionLog™ provides up to 1200 telephony channels per system and caters to businesses of different sizes. The entire recording is digitized and compressed to ensure best quality and maximum storage capacity.
- Fast and easy play-back of recorded activities
- Synchronized play-back of voice recording and computer screen snapshots
- Portable records
- Extensive data analysis and reporting
- System back-up and management
- Remote access and system maintenance
- Multi-Lingual interface
VisionIVR™
VisionIVR Interactive Voice Response
VisionIVR™ Introduction
VisionIVR™ is an interactive voice response system designed to automate telephone transactions. VisionIVR™ offers robust and scalable Telco grade platforms and an integrated suite of configuration and maintenance tools, enabling users to promote customer satisfaction and loyalty.
The highly customizable solutions are used for improved customer service, customer databases, account status, voice mail, help desks, and call center unified messaging. VisionIVR TM can be customized to collect caller information such as product orders, credit card information, and market surveys.
VisionIVR™ is an efficient and effective business solution designed to decrease development costs, simplify integration and reduce delivery time of new capabilities and applications for phone users.
VisionIVR™ Features
- Operational Functionality
- Telephony Functionality ( Dialogic)
- Telephony Functionality (PBX)
- TTS (Text To Speech) Functionality
- ASR (Automatic Speech Recognition) Functionality
- Internet Functionality
- Application Layer Functionality
- Background Data Maintenance Functionality
- State Monitoring
VisionCRM™
VisionCRM Customer Relation Management
VisionCRM is an essential Customer Relation Management Platform for your success, as it significantly enhances your Call Management System through tailor designed software according to your business requirements.
- System Management / Operator Management
- Authority Management
- Operating Log
- Data Backup
- System Warning
- Market Management / Client Management
- Contact Management
- Product/Service Information
- Channel of Distribution
- Distribution Knowledge Base
- Working Script
- Order Form Producing
- Return Visit Management
- Marketing / Activity Management
- Market Investigation
- Market Knowledge Base
- Competition Management
- Customer service / Service Request Management
- Customer Service Knowledge Base
- Work Plan
- Service Agreement
- Data Analysis / Sales Analysis
- Market Analysis
- Client Analysis
- Achievement Analysis
VisionCTI™
VisionCTI Computer and Telephony Integration System
VisionCTI™ (Computer Telephony Integration) is our customer interaction center service platform. Our CTI applications are based on the ECMA/CSTA standards. VisionCTI™ includes a software development tool package including modules which help the customer establish a Customer Interaction Center with fully functional and advanced technology.
VisionCTI™ System Function Module
- CTI Server
- CTI Link Protocol Interpreter
- CTI Server Core
- Client-Server Connection Conversation Module
- Route Server
System Functionality and Features
- Intelligent Routing
- Data Driven Routing
- Profile Routing
- Multi-Media Routing
- Flexible Routing Strategies
- Center Control Server
- STAT Server
- Agent Management and Monitoring / Functionality