The document discusses various call center solutions, including: 1. A managed services platform that allows tenants to set templates and allocate recording lines independently while enabling cross-selling between tenants. 2. Benchmarking techniques that provide metrics like first contact resolution and agent performance data to help managers monitor agents. 3. An automated call threshold monitoring system that tracks the number of calls handled by each agent daily or hourly and specifies minimum and maximum thresholds. 4. Several solutions for live monitoring, recording, and supporting agents with features like remote desktop access and intelligent speech recognition.

1. Call Centre Solutions

2. Call Centre Solution Options 1

3. Call Centre Solution Options 2

4. Veriva Managed Services PlatformExtending Recording to SaaS Tenant independent & transparent; Cross-selling of services between multi-tenants; Multi function agent interaction desktop for monitoring and compliance; Allow service providers to setup tenant templates; Create access rights to allocate recording lines by tenant account; Users accesses to recorded call files via a browser–based application; Suited for multi-location call centres.

5. Benchmarking Techniques in Call Centers Displays valuable information like First Contact Resolution; Extensive range of qualitative and quantifiable data; Uses a weighted metric system to evaluate; Assists managers to monitor agents closely and consistently; Measures agent utilization with call center's aggregate for benchmarking; Provides actual performance of agents to determine performance gaps.

6. Automated Call Threshold Monitoring System for Call Centre Provides managers with real time agent utilization for quick action; Automated tracking alert system; Provides number of calls handled in an hour or day by each agent; Accommodates working and non-working hours; Segregate agents that are poor or excellent in handling calls Specifies the minimum threshold value and maximum threshold value in percentage form.

7. Live Screen & Voice Recording Suited for Call Centre Multimedia recording application provides both auto and manual recording functionalities Default global recording with channel independent functionalities for manager flexibility Provide supervisors with complete logging purposes for training, verification or compliance Record screen activities of the agent silently via a secured VPN Captures the entire Windows virtual desktop, rather than just a primary monitor

8. Live Monitoring, Coaching & Support for Contact Centre Agents Assists supervisors to improve call handling and customer service through live support, monitoring and coaching; Monitor calls and view screens at real-time for specified agents; Enables actual live training and coaching ; Suitable for agent development and improvement; Automated recording function is performed for post referencing; Allow the user to export the call to .wav for reference.

9. Greater Call Volume with Predictive Dialers Auto-dialing and pre-screening of customers before agent interaction; Provides live agent and client interaction in outbound calls; Computer based mass dialing system & audio broadcasting; Increase productivity with greater volume calls; Autodial from a list of database numbers for customer surveys to telemarketing; Provided with options to choose such as Leave a message, Do Not Call and pass on to agents for processing.

10. Dashboard Metrics with Call Centre KPIs Solution that provides 360 degree view of call centre performance as Dashboard Analytics or Metrics; Built using Crystal Xcelsiustechnology with visually rich and intuitive format data display; Displays the amount of calls handled with supervisor’s intervention versus FCR; Provides performance reports in both graphical diagrams for simplicity and detail listings for reporting; Dashboard creator provides users with an ease to customized the display of data and generated charts for business intelligence.

11. Supporting Clients with Remote Desktop Functionalities Improves First Call Resolution Rates in support centres; Accesses between parties are logged for audit trail purposes and secured with AES or 3DES encryption; Invaluable tool that can take control of the agent’s screen to guide the agent during a call; Designed to simplify and automate administration, network access, and security in enterprise environments; Centralized Terminal Services for remote desktop connections to Windows terminal services and Citrix sessions for accessing customer PC.

12. Intelligent Speech Phonetics for Call Centre Intelligent engine phonetics in audio recordings; Scrutinizing calls efficiently without relying heavily on human initiation; Produces a better match for specific query terms, effectively casting a wider net than LVCSR systems and increasing accuracy; Automated real-time call quality monitoring of 100% of recorded calls; Advance phonetics engine providing up to 80,000 times faster than real-time; Accepts non-dictionary words in search queries for added accuracy in brand names.

13. Essential Call Centre KPI Scoring With Script Creator Provides managers with a score-kit to measure and track performance based on recording audio or live audio; Weighted scoring system designed for compliance monitoring; Suited for outbound telemarketing agents that follows a fix script; KPI metric system for agent and service levels benchmarking; Roll-up enterprise reporting can be develop in scoring kits for performance constantly.

14. Multi-system Remote Alarm Monitoring for Hosted Call Centre Merges multiple locations’ alarms into a single display for inter-office performance measurements; Live reports on the current status of each call centre within its network; Display based on segregating offices based on summary of activity system; Single summary display on offices based on average duration per call across agents; Top & bottom approach in meeting threshold values allows managers to quickly identify current performance of each office.

15. Instant Retrieval & On Demand Recording for Agents & Supervisors VErecord and Veplay enable any authorized personnel to access recording functionalities using “Server license”; Capabilities to record with a pre-set PIN authentication or replay recorded IVR; VErecord in desktop application – one button access to begin recording and stop in manual or automatically; VEplay –replay calls on date and time from the user through a dynamic search engine; In-built interactive menu for accessing specific calls; Flexible user management restrictions based on tier architecture.