Video Contact Center KNBS - KVS
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Transcript of Video Contact Center KNBS - KVS
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, [email protected] Telecomunicações e Informática Ltda.www.knbs.com.br
fone: +55 19 3295 3314