About Visionutveckling

• Strong Finances- Historical growth of 30% per year- AA-rated- Gazelle company and Super company 2011

• Offices in Stockholm, Gothenburg, Malmoe, Copenhagen and Oslo- Representation in Finland, France and England

• 91 employees in Sweden, Denmark and Norway

• 1400 customer installations, first delivery in 2002

• 49 operators and service providers have chosen Vision 80/20

Product Portfolio

Vision 80/20 Contact Center

The best choice for Contact Centers with up to 50 agents!

Why Vision 80/20 Contact Center?

Easy-to-use web based

Contact Center for efficient customer service

Independent of telephone,

PBX and geography

Easy to administrate

1 day adm. training 1,5 h user training

Calls, Chat, Email and

SMS

Secure and stable

Powerful Statistics

More than 200 satisfied

customers

Who is it for?

Small and large organizations that require more advanced queue functionality

• Customer Service• Support Departments• Order Departments• Sales Departments• Groups

Many satisfied Customers

GodEl won the Swedish championship of telephony 2011 in the Category Environment and Energy

The contest was arranged by Q Survey 200 explorative calls Response, effective management and commitment are a few of the eight evaluation

criteria On top of those, IVR, voice mail and queue information were included in the

assessment

”One of the prerequisites for success is to have suppliers that you can trust and who have solutions that are flexible, user friendly and reliable. Visionutveckling’s Contact Center, cc-bridge, has corresponded to all of this.”

(Daniel Hedlund, Customer Service Manager at GodEl)

Video

Get a quick glimpse of the Vision 80/20 Contact Center – watch our video!

Tip! For more videos, visit our Channel on You Tube

Complete Contact CenterIncluded functionality:

• Web based agent interface• Queue routing

– Skill-based routing– Delayed agents– VIP-queues– Routing based on incoming number

• Statistics• Monitoring• Emergency Message• Whisper• Questionnaire• Telephone book• Administration interface

– Handles agents, queues, menus and call flows

Options:

• Chat, Email and SMS in queue • Advanced statistics• Callback• Scheduled Callback• Recording• Case log• Open APIs for integrations with other IT

systems

New!New!

Solution example

IVR-menuwith

Welcome message

Queue 1 Support Queue 2 Finance Queue 3 Marketing Queue 4 Sales

Emergency message

Schedule Closed message

Media blending

Calls+ chat + email + SMS =

• Higher availability– Communicate with customers in the manner they prefer

• Increased efficiency– Chat/speak/ handle email simultaneously

• Collective statistics– Statistics on calls, emails and chats – all in one single system

• Traceability– Traceable history on all media

Chat

Chat with customers!

• Increased efficiency– Chat during calls

– Chat and manage email/SMS simultaneously

– Send clickable links

– Push links that open a page automatically

• Parallel chat sessions

• Forward chat sessions by email

• Customizable– Chat GUI can be tailored to your graphical standards

– Automatic welcome message

• Based on open standards (XMPP)

New!

E-mail and SMS

Optimize resources with email and SMS

• More effective agents

• Chat/talk/handle email/SMS simultaneously– Include attachments to emails

– Calls and e-mail management in the same system

– Reply to SMS messages by email or SMS

• Higher availability– Reach the customer in the manner that suits them best

– Simplified case handling

– Customers and agents can attach files

– Not dependent on a proprietary brand of email server, general

solution

Powerful Statistics with Vision 80/20 Statistics

• Comprehensive statistics on calls, email and chats– Chat report– Contact Center report– Agent report

• Scheduled automatically generated reports• Customized Reporting

– Flexible filtering and grouping

• Zoom up and down in data• Visual reports

– Pie charts, graphs and bars

• Easy export of data (PDF, Excel or CSV-file)• Web based• Flexible assignment of permissions and rights

Knowledge Control

Quality

Vision 80/20 Statistics

Behovsanpassade rapporter med flexibel filtrering och gruppering

Recording

Record the call with the touch of a button!

• Recording of calls can be used in oral confirmations or for training and evaluation purposes

• Recording is activated with ease in the agent’s interface

Recording

Call back Call back

Call back History

Scheduled call back

Increase resource optimization and customer satisfaction!

• Widely used by medical centers• Contact Center staffing controls when incoming cases are handled• Serve calls when time and opportunity is right• Administrator controls when the scheduled call back is to be

activated• Call back when full or closed queue or when waiting time and/or

number of queuing has reached a specified limit

Whisper

Saves your voice and ensures accurate and professional greetings

• The agent pre-records a greeting phrase• The greeting is played automatically when a call is

answered• Saves the agent's voice• Reduces the risk of using incorrect greetings when

multiple queues are managed• Agents automatically learn from which queue the

call is routed• Agent's own voice answers all calls• Supports mobile call centres

Welcome to Customer Support, my name is James

Baker

Questionnaire

Integrated measuring with a wide range of applications Customer surveys Follow- up on customer care, quality of service

or Key Performance Indicators

• Voluntary placement of the questions in the call flow structure

• Before or after a call is accepted• Answered by key selection (DTMF)• Build it in accordance to your needs and

requirements in the administration interface• Complete statistics

Case log

• Classify calls for statistics on incoming cases

• Activate on answer or when a call is ended Case log

Phone book• Import number lists and get information about caller based on

originating number

• Add contacts when needed

Agent Interface General

Free seating• Mobile number• Abbreviated number• Fixed number

Agent’s queues

Active media

Queue status

Menu system with function keys

Private queue

Agent inteface incoming message or call

Queue(Calls, SMS, chat, email

and call back)

Incoming call

Agent interface in a call

Previous 10 calls from

caller

Current call

Call status

Agent interface agents All agents’ status

Monitoring

Easy administration of agents

Easy administration of call flows

Emergency Message

Easy administration of queues

Thank you for your time!