Inovation and Businesswww.knbs.com.br

Extend communication +exclusive relationship

Technology allows business to go beyond a client attendance: allows the relationship, proximity, the eye contact!

Video relationship allows the company

and its brand presence

Pre sale and post sales nearness = results

EMPATHY

SOLUTION

CLIENT

How?

A smile in the voice

Joy in looking

I know and I can fix it

Value recognition

Who?

Innovate?

customer proximity!

A complete solution

Video relationship terminal

Secure connections

Contact management and monitoring servers

Contact supervision center

An integral VÍDEO CONTACT CENTER

solution

Video contact centeratendence positons

KIOSKS OF SEMIPRESENTIAL ATTENDANCE

Cameras allow a closer relationshipWITH 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!

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!

case

VIDEO RELATIONSHIP TERMINALS

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)

PROXIMITYRESOURCESINTERATION AND RESULTS

Scanner and printer allow documents exchange, signing contracts, customer identification, attendance recording and photos ensure a complete and registered service

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

ESPECIALIZATIONERGONOMYT SISTEMS INTERATION

CONTROL SERVER ATTENDANCES

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

WEB SUPERVISION AND MONITORING

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

MANAGEMENT AND OPERATIONAL REPORTS (CUSTOMIZABLE)

• 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 Lima, D.Sc.froes@knbs.com.brKNBS Telecomunicações e Informática Ltda.www.knbs.com.br

fone: +55 19 3295 3314