Video contact center kvs inglês

Being closer to customers anytime and anywhere has become essential. The physical proximity, however, not always leads to accessible costs making viable operations of personal attendance,

Key Video Spot (KVS) is the key business solution.

It makes your company and prospects closest, as well as your clients and partners, increasing pre-sales, sales and differentiating your post-sales.

Allows new horizons for relationship!

EMPATHY

SOLUTION

How?

A smile in the voice

Joy in looking

I know and I can fix it

Valuerecognition

Who?

Innovate?

customer proximity!

What?

A complete solution

Video relationship terminal

Secure connections

Contact management and monitoring servers

Contact supervision center

Video contact centeratendence positons

Cameras allow a closer relationship

WITH CUSTOMER

Scanner and printer solve document

exchange

Specialized attendants

build, maintain, expand the

customer relationship

Innovation captivates and involves

The quality of care can be

expanded, diversified and results!

Operational Terminal with:• Touchscreen or normal screen• Directional microphone and camera• Scanner• Thermal, laser or inkjet printer• Keyboard and mouse (optionals)• Nobreak• Internet or dedicated access

Operational interaction:• Videoconference• Chat (optional)• Midia presentation and institutional

movies• Documents exchange• Auto attendance (optional)

institutional video packet

00:04:07

Maria

call center features into the video contact center

Chat and messaging =additional to videoconferencing (serving people with

hearing disability)

• Services queues control • Terminal services control • Care time availability control• Attendants activities control• Attendants inactivities and pauses control• Interaction with attendance legacy systems• Availability to images transferring from legacy systems• Availability of documents printing in ATM• Availability to receive scanned documents and store them• Attendance call recording (video requires a lot of

memory, but is also feasible)• Call attendance supervision via web• Management Reports• Satisfaction researches incorporated

Operative control:

• services request queues control (ATM-Totems) and availability of service totems

• Control and direction of calling done based on services

• Presentation of ATM assets, dedicated occupation (use) in attendance

• Supervision of visits (time of visits, days of attendants, availability and congestion)

• Control of ATM operating states and attendants• Operating Thermometer • packages of videos and institutional control-

ATM service time • software versions and priority queue exchange

control and management

Supervision and control commands:• Coexist on the same care machine control system• sql server, oracle or postgres databases • Areas dedicated to storing exchanged documents

during attendance, as well as to audit compliance with the voice call and chat records (video recording is still very expensive nowadays)

• Management system calls access• Management reports and visits (customization -

optional service)• Security and access levels• System Configuration (parameterization, user

management, attendants and totems, totems remote operation)

• Individualized totems service hours management

• Attendance Reports - Detailed and management: representing the

calls made, determining the effectiveness of the work done by the

attendants

• Attendance Performance Reports: presenting Attendance

performed and statistics date of service/efficiency, service times, break

times and service availability types

• ATM service Reports: presenting the sessions requested by

ATM, duration and services

• Statistical reports of care, service and availability of requested

services

• Attendance Report of service denied: Displays information on the

attendance refused, including also the reason for refusal

• Quality of service questionnaire (satisfaction survey): Reports of

assessments made by the Appointments and Customer Attendants

(after consultations)

• Customized reports: system based on indicators, thus allowing ease

customization of reports, as well as the creation of effectiveness

indicators set by the contact center company

relationship with the client look

Carlos Alberto Fróes Limafroes@knbs.com.brKNBS Telecomunicações e Informática Ltda.www.knbs.com.br

fone: +55 19 3295 3314

Totens:Schalter Eletrônica Ltda.www.schalter.com.brcomercial@schalter.com.br