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How to improve and make a difference on customer service via a contact center? The relationship is reduced by the client distance! For this, we look for the closest contact with the client, an interaction in an effectively way, perceiving him (her) and be perceived. Interacting “eye to eye” demands presence, being “live” answers this business question: a video relationship is the special tool. To control this relationship (operational and management visions) the entire control of video contact center was created. It incorporates itself to the existing service, on the same way the chat was incorporated to the traditional call center. It generates all the operating indicators from the operational infrastructure, queue control (with attendance priorities), attendance management, supervision and administrative visibility. This complete solution is available on this KNBS product, the Key Video Spot. - www.knbs.com.br
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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 [email protected] Telecomunicações e Informática Ltda.www.knbs.com.br
fone: +55 19 3295 3314
Totens:Schalter Eletrônica [email protected]
