Delivering Excellence

Contact Center

Virtual Xcellence / Contact Center

A contact centre is a central point in an enterprise from which all customer contacts are managed. A contact centre would typically be provided with special software that would allow contact information to be routed to appropriate people, contacts to be tracked, and data to be gathered.

Creative Virtual (CV)

  • 1. Creative Virtual is a leader in self-service customer experience management solutions for enterprises. Global organisations like HSBC, Verizon, Autodesk, E*TRADE, Lloyds Banking Group, Renault and National Rail Enquiries.
  • 2. Over 10 years of experience in developing Virtual Assistants
  • 3. Headquarters in the UK with operations in the US, Netherlands, Germany, India, Singapore, Australia, Hong Kong, Brazil & Guatemala
  • 4. Over 40 implementations answering over 50 million questions per year
  • 5. Successful in all commercial sectors including Financial Services, Telco, Travel, Retail, Local Government & others

CV Products:

Knowledge Management – V-Portal™

V-Portal is a multi-channel knowledge management system utilizing sophisticated natural language technology to easily host and nurture customer relationships through a variety of contact points.

Virtual Assistants – V-Person™

Using advanced natural language processing technology, virtual assistants allow your customers to receive friendly and competent service 24 hours a day/7 days per week. For users it provides the sensation of communicating with a “real” person, able to not only answer their questions, but also to understand the context of questions, and hold conversations.

Call Centre Systems – V-Person Call Centre™

Provide the right information to the right agents at the right time. Agents communicate with their virtual supervisor using natural language to obtain timely and accurate feedback on customer questions or concerns.

Mobile Customer Service – V-Person Mobile™

Businesses can now extend the conversation to smartphones, tablets computers or game consoles with our virtual assistants who can answer questions or send event alerts,reminders and notifications any time of the day or night.

SmartCallCustomer Service Solution

Bay Talkitec’sSmartCall is a unified system that controls the IVR process and transforms a contact center from handling just voice calls to a sophisticated Video enabled ‘contact center’ capable of integrating and handling phone, fax, web chat, and e-mail.

Features:

  • 1. Available in Windows and Linux OS
  • 2. IVR
  • 3. Automatic Inbound Call Distribution with Skill Based Routing
  • 4. Outbound Dialing
  • 5. Voice Logger and Voice Mail
  • 6. Agent Monitoring, Training and Conferencing
  • 7. SMS / Web Call /Fax
  • 8. E-mail Management
  • 9. Database Connectivity
  • 10. Database Connectivity
  • 11. Intelligent soft switch

Zeacom Communications Centre (ZCC) – Contact Centre Solution

ZCC is designed to enhance the way you do business. Because ZCC is modular, you have the flexibility to choose components that best fit your organizational needs, or you can integrate all the modules together for a complete enterprise-wide call handling solution.

All of ZCC is governed by flexible, multilevel security allowing either general or minute control over all functionality, depending on your needs.

ZCC‟s module suite is designed to fully equip your contact center communications.

Zeacom is delighted to offer Interoperability with Microsoft Lync. This interoperability commences with the following modules, with more planned for future releases.

  • 1. Available in Windows and Linux OS
  • 2. Agent Desktop (the client)
  • 3. Email Queuing (email multimedia add-on)
  • 4. Web Chat Queuing (website chat multimedia add-on)
  • 5. Custom Reporting (enhanced, build-your-own reporting)
  • 6. Dashboard/Snapshot (personal or center-wide wallboard of real-time metrics)

Drop in a note at marketing@virtualxcellence.com.

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