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Connecting to CustomersMulti Channel Customer Interactions
www.vocalcom.com
« Think differently»
Vocalcom
Introductory Meeting
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Agenda
Vocalcom/Introduction and Requirements
Vocalcom Solutions
General Discussion
Next Steps
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Established in 1995, Vocalcom is a private company - VC financial input during 2011
Unique Market Position:
Customer driven product development R&D by Vocalcom European and American awards for industry innovation 6 years in row product of the year in the USA More than 600,000 users in 40+ countries Strong organic growth (+20%)
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Vocalcom has a global presence in over 40 Countries
Where are we?:
EMEA Belgium, France, Germany, Italy, Morocco, Netherlands, Spain, Tunisia, UK
Asia UAE, India
America’s Argentina, Brazil, Canada, Mexico, USA
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Revenues
The Vocalcom group has sustained an annual growth of 20%. In 2010, the consolidated group turnover has exceeded $130m
These results are divided between all major business segments, illustrating the reliability and flexibility of our solutions. The premiere quality of our solutions is the ability to provide our clients with limitless possibilities regardless of the industry.
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Agenda
Vocalcom Introduction
Vocalcom Solutions
General Discussion
Next Steps
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Web based - .Net designed
Complete Solution – no “hidden” capabilities!
Distributed and/or Consolidated MIS
Contact Blending with inbound agents on Vocalcom
Contact Blending with 3rd party inbound solutions Avaya Gold Dev Connect
Any PBX
Any Phone
Multiple Agent scripting capabilities
“Return On Investment”
Competitive and Innovative pricing! Purchase
Rental
Hosted
Trials
Highlights
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Fully Functional, Multi-Channel, Multi-Tenancy, Contact Centre:
Inbound ACDOutbound DiallerIntegrated RecordingInbound eMailInbound ChatSocial MediaIntegrated CTiIntegrated iPBXTelephony Connectivity
What’s “in the box” ?
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Recorder
Traditional Call Centre
Agents
DialerCTI Server
PBX / ACD
WFM
Database
Customers
IVR
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Recorder
Vocalcom Call Centre
Agents
DialerCTI Server
PBX / ACD
WFM
Database
Customers
IVR
IP PBX
Dialer
IVR
Recorder
CTIFully web enabled
Chat-Email
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Vocalcom Software Suite
Administration
Script designer
IVR Editor
Agent Editor
Reporting
Real time Supervision
Agent
Agenda
V-Server
Dialer
ACD/IVR
Recorder
CTI
Chat-EmailFaxSMS
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Vocalcom Features
100% Web Based
Automatic Call Distributor (ACD)
Reporting System
CTI platform
Interactive Voice Response Unit (IVR)
Real Time Monitoring
Recorder
Dialer
Scripting Tools
Blended Campaign Management (inbound/outbound/Email & Chat)
External tools and applications integration enabled
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Vocalcom Web IVR
Multi language (English, Arabic, French, German, Spanish…)
Full PSTN and VoIP (SIP and H.323) support
IVR active on all channels
Call management (Call queuing, forwarding, outsourcing, prioritization, VIP…)
Voice mail Management
Remote monitoring (Web and Audio)
Automated Outbound IVR Campaign without agents
Integration API (Database, Web-Services, External software)
Graphical editor
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Inbound- IVR & Outbound
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Email & Web Chat
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OFCOM compliant
Best Time to call
Campaign specific dialling modes – Predictive, Progressive, Preview, Search, Blaster, Manual
Campaign specific Recycle rules
Campaign specific resource assignment – agent, Trunks
Campaign/Record specific CLI including “real” flexibility
Campaign, List and Database management
Complete call progress detection
Answer machine detection and options
Blended Inbound and Outbound Contact campaigns
Blaster Campaigns – Intelligent Voice Messaging using IVR
True Multi- tenanacy
Multi-channel communications – Email, SMS, Fax, Web, Chat, Telephony
Real time and Historical reporting customisation
Outbound Highlights
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Agenda
Vocalcom Introduction
Vocalcom Solutions
General Discussion
Next Steps
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Connecting to CustomersMulti Channel Customer Interactions
www.vocalcom.com
« Think differently»
Vocalcom UK40 Occam Road, Guildford, Surrey
Tel : +44 1483 685360
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Vocalcom Standalone
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IP-PBX Integration
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Multi Site Architecture
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Scalability & Redundancy
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Scalability & Redundancy
SQL2 server
ISA server
Dat
a N
etw
ork
Virtual server
Load Balancer
SQL1 server
HMP-M (Master)
HMP-C1 (Call Control/SIP)
HMP-C2 (Call Control/SIP)
HMP-C3 (Call Control/SIP)
HMP-CR (Call Control/SIP)Crash Recovery
HMP-m2 (media Control)
HMP-mCR (media Control)Crash Recovery
SIP
VO
IP N
etw
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IP Phone or Soft Phone
Agent
VOIP Gateway Customer
HMP NetworkApplications Server
SQL Load Balancing
IIS server
IIS1
IIS2
IIS3
IIS4
IIS5
E1/T1
Call Center
IP/SIP Network
HMP-m1 (media Control)