Efficient and user friendly tools bring success to your customers!

Efficient and user friendly tools bring success to your customers!

New releases of Vision 80/20

Agenda

◆ New Releases of Vision 80/20◆ Vision 80/20 3.0◆ Vision 80/20 Contact Center 10.0◆ Vision 80/20 Statistics 3.0

◆ Release plan

New release: Vision 80/20 3.0

Vision 80/20 3.0

◆ New easy to use interface for attendants

◆ New easy to use interface for users

◆ Moore efficient search functionality

◆ Combined attendant and agent client

Vision 80/20 Attendant Client 3.0

More user friendly• Easier to learn – fast introduction of

new staff• Full focus on contact with the caller

providing better service

New graphical interface• Interactive ribbon menu that show

the available choices• Clearer presence- and availability

information

Vision 80/20 Attendant Client 3.0

Progressive search• Search results are updated as

the search is written

More efficient service• You can quickly see if the search is

successful or if it needs to be narrowed down further

• Provides faster service to callers

Vision 80/20 Combined attendant and agent client

Combined client• Transition for the operator is easy

as everything is in one interface• All media included

Better use of resources• Attendants can log in to selected

queues to assist during peak load times

• Results in improved customer service

Vision 80/20 Manager

New graphical interface• Hidden menus have been

replaced with interactive ribbon menus

Easier to use• Easier to access

Vision 80/20 3.0 Web User

Efficient organization• It´s easy to do a search on

colleagues • It´s easy to see whether colleagues

are available or busy • Saves time• Reduces internal calls to the

operator

New graphical interface• Clearer information about

colleagues and their status• Mouse over to see detailed

information about colleagues• Easy to set an absence message

through calendar• Easy to use – more intuitive

New release: Vision 80/20 Contact Center 10.0

Vision 80/20 Contact Center 10.0

◆ New easy to use interface for agents◆ Agent chat◆ Music on hold◆ Auto reply by e-mail◆ Case log

Vision 80/20 Contact Center 10.0

New graphical interfaceMore user friendly• Easier to learn – faster introduction

of new staff• Full focus on contact with the caller

providing better service

Vision 80/20 Contact Center 10.0

Agent chat

Agent to agent chatSimplifies for the agent• Facilitates transfer of contacts (”warm handover”)• Provides faster service to callers

Vision 80/20 Contact Center 10.0

Light attendant functionality for part time attendants• Transition for the agent is easy as

everything is in one interface• Easy to use – intuitive• Same powerful progressive

search tool as the operator uses

Better use of resources• Agents can assist during peak load

times• Results in improved customer

service

Vision 80/20 Contact Center 10.0

Music on hold More pleasant reception• Pleasant experience at queue

Vision 80/20 Contact Center 10.0

Auto reply by e-mail◆ Quick feedback with information that the

mail is received and opening hours.◆ Even after closing an e-mail can be sent

with information about opening hours.

Vision 80/20 Contact Center 10.0

Auto reply by chat◆ Incoming chat users will receive

welcoming and informative messages. ◆ The user will have the possibility to see

how many are in front in the queue which gives better sense of queue progress and customer satisfaction.

New release: Vision 80/20 Statistics 3.0

Vision 80/20 Statistics 3.0

New reports In Statistics 3.0◆ Case Log◆ IVR Choices◆ Callback now included in CC-Report

New wallboard

Vision 80/20 Contact Center 10.0

Case log*Requires Vision 80/20 Statistics

Case log • Categorization of cases

Fact based decisions• Show statistics for issues such as

which questions are most commonly asked or which departments may be contacted most often.

• Allows managers to quickly see how resources are being spent on the various sponsors and clients.

Vision 80/20 Case Log in Statistics 3.0

Case log • Categorization of cases

Fact based decisions• Show statistics for issues such as

which questions are most commonly asked or which departments may be contacted most often.

• Allows managers to quickly see how resources are being spent on the various sponsors and clients.

Vision 80/20 Statistics 3.0

IVR-report

• Showing different IVR-choices• Can be used for customer surveys• Table or chart

Vision 80/20 Statistics 3.0

• Callback included in contact center report

Vision 80/20 WallboardWallboard*Requires Vision 80/20 Statistics 3.0

Wallboard, panels:• Agents• Agent groups• Queues• Queue history• Queue Length

Correct decision making• Quick overview• Easy to build your own wallboard

with panels • Can be displayed in Desktop or

Wallboard mode

New release: Vision 80/20 Auto Attendant 4.1

Vision 80/20 Auto Attendant 4.1

◆ Support for virtualization WMWare◆ Support for latest speech recognition◆ Support for Windows 2008 R2

Ready for sale: 2013-06-17Ready for delivery: 2013-09-02

Release Plan:Vision 80/20 3.0Vision 80/20 Contact Center 10.0Vision 80/20 Statistics 3.0

Vision 80/20 Release Plan

Ready For Sale: 2013-06-17 ◆ Vision 80/20 3.0 (PAM)◆ Vision 80/20 CC10◆ Vision 80/20 Statistics 3.0

Ready For Delivery2013-10: Vision 80/20 3.0 (PAM)2013-10: Vision 80/20 CC10 and Statistics 3.0