Contact%20Center%20within%20your%20reach:%20Improving%20your%20communication%20with%20Voxtron's%20software%20suite

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Contact Center within your reach Improving your
communication with Voxtron's software suite

• Ralf Mühlenhöver Voxtron/Ahlen-Germany
• George Suciu - Beia International
  Consult/Bucuresti-Romania
• Marius Matei - Beia International
  Consult/Bucuresti-Romania

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Agenda

• Part 1. Beia Intl. Consult
• Company
• References
• Part 2. Voxtron
• Company
• References
• Part 3. agenTel Contact Center within your
  reach
• Architecture
• Axxium
• agenTel
• Case studies
• Part 4. Why is Beia Voxtron your best choice?

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Part 1. Beia Intl. Consult
Get acquainted with the company
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Beia Intl. Consult

• Topics
• Company
• Organization today

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Beia Intl. Consult

• Our Mission is to support our clients businesses
  through providing them with the best
  communication solution at unbeatable prices
• After seventeen years in this field of business
  we have succeeded in gaining our clients
  confidence and appreciation
• Satisfying of the most complex customer's and
  user's demands of the telecommunication services
  is our goal

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Beia Intl. Consult

• Services
• Consultancy Services for Carrier grade
  Infrastructure
• Communication Solutions PABX, voice mail, IVR,
  softphone, call centre applications, VoIP
  services)-technical testing, testing market
  related features, implementation
• Managed Services System Integration
  IP-Wireless-SCADA (Supervisory Control and Data
  Acquisition), GPRS/CDMA on-line communications
  with TCP/IP embedded, billing software, GPS
  applications, µ-controller programming, software
  development
• R D for complete IT Projects Public Safety,
  Radio Networks, RFID, Satellite
•  

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Beia Intl. Consult
Company Name Beia Consult International SRL
General Manager Ing. Suciu George
Business Field Trading and distribution of telecommunications equipment Consulting, installing, technical support provider
Man Power Total 38 employees 3 management personnel
Headquarter 12 Poiana Narciselor st. sect.1 Bucharest
Tel / Fax Tel [phone] Fax [phone]
Home Page www.beia.ro
Certification ISO 9002/2000
Establishment year 1991
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Some references

•  
•   1.  STATE AND PUBLIC ADMINISTRATION
  INSTITUTIONS
• Romanian Government, Romanian Chamber of
  Commerce and Industry, Ministry of Industry and
  Commerce, Ministry of Justice, Ministry of
  National Defense , Ministry of Transports,
  Ministry of Tourism, Ministry of Internal
  Affairs, General Direction of Customs, Embassy of
  China, Embassy of Spain, Embassy of Portugal,
  Embassy of Algeria.
•   2.TELECOMMUNICATION AND TRANSPORT
• ROMTELECOM, Compaq, Softwin, New York
  Connect, Zipmail, Air France, National Railways
  Company, Mobil Technology Romania, Soft time,
  Austrian Airlines.
• 3. FINANCIAL AND ASSURANCE INSTITUTIONS
• Commercial Bank of Romania, Romanian
  International Bank, Raiffeisen Bank, BRD GROUP
  SOCIETE GENERALE, General direction of Public
  Finance, BRS, DAEG INVEST, ADAS (National
  insurance company), Romexterra Bank, ASTRA.
•   4.  INDUSTRIAL AND COMMERCIAL COMPANIES
• AMRO Manufacturer, British American
  Tobacco, Radet, Luxten, Brau Union, Automobile
  Bavaria, Automobile Dacia, Bucuresti MALL,
  Danone, Lafarge-Romcim, Renault, Schlumberger,
  Sodexho, Rom Control Data, Volvo, Regato Pan,
  Romatsa, Euroconstruct, Provus, Publiferom,
  Procor, Eurolife, Conel-Termoelectrica Rovinari
  (national electrical energy provider), Eastern
  Technology, Freyrom, Carrefour, Iridex Group, SUT
  Carpati, Teleconstructia, Majestic Hotel, Hilton
  Bucharest.
•   5.CULTURAL AND EDUCATIONAL INSTITUTES
• Titulescu University, Ecologic University,
  Romanian Academy of Aviation, Romanian Federation
  of Ahtletism.

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Part 2. Voxtron
Get acquainted with the company
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Voxtron

• Topics
• Company
• Organization today
• References

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Company

• Manufacturer of Call/Contact Center Software
• Based on a very strong Interactive Voice Response
  (IVR) background
• Headquarters Belgium
• Offices Germany, Hong Kong
• Franchises Italy, Dubai, Turkey, Indonesia,
  Thailand and more to follow!
• Founded 1994 - over 50 people - 100,000 licences
  sold and installed

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Organization today
Voxtron NV
The Voxtron Factory NV
Voxtron Europe NV
Voxtron GmbH
Voxtron International Ltd
Europe without Germany, Austria, Switzerland
Germany, Austria Switzerland
Asia
Voxtron Italia Srl
Voxtron Middle East FZE (UAE)
Voxtron Co Ltd (Thailand)
Vokstron Telekomunikasyon (Turkey)
Voxtron Indonesia PT
Software Development
Sales Service
Franchisee
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Company

• Goals
• make the communication between companies and
  their customers both efficient and agreeable
• help its customers to create a professional image
  by providing a range of flexible products and
  functions that are easy to use

• Offering
• Contact Center solutions
• Self service applications (e.g. phone banking,
  meter reading, lottery, )
• Messaging (e.g. voice mail, fax mail,
  voice-to-e-mail, e-mail reading, )

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Some references
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Our Contact Center Suite

• 5 yrs ago, a call center was only accepting
  incoming calls ? This has dramatically changed
  customer react through multiple contacts with
  companies. Agents have to work on e-mails, faxes,
  phone calls. And there is more to come SMS? Web
  chat? Video?
• VoIP makes it more easy to integrate everything
  in one platform.
• The border between the company and the call
  center is fading out.
• Solution agenTel. This is a complete software
  that controls and optimises the communication
  flow within an organization.
• agenTel assigns skills to incoming calls, faxes,
  e-mails and routes them to appropriate agents.
• agenTel provides tools for measuring the
  efficiency within the organisation.

• agenTels IVR
• allows creating self-service applications
• plays waiting music, (marketing) messages,
  transfers incoming calls and faxes to agents,
  starts outgoing calls faxes

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Characteristics (1/3)

• The starting poing Voxtrons Office client
• Serves as the core license of the callcenter
• CTI
• pop-up for calls
• possibility to integrate with e.g. DB
• Fax from the desktop (sending receiving)
• Active TAPI toolbar ( softphone)
• Waiting monitor and agent monitor
• Statistics and wallboards
• (no routing of incoming calls, e-mails, faxes)
• (no IVR needed)

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Characteristics (2/3)

• Adding routing
• Supported types of communication
• Inbound calls
• Outbound calls (campaigns)
• Email (in and out)
• Fax (refer to office client)
• Types of routing
• Skill based
• Time based
• Agent based
• IVR gathers the call/fax skills and serves as
  waiting field for calls

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Characteristics (3/3)
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Architecture
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Languages (1/2)
Interfaces
includes Agent Interface, Fax Center, Campaign
Center, Outlook Integration
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Languages (2/2)
Voice prompts
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VoIP

• IP (TCP/IP) is changing the way we communicate
  - Voxtron is preparing you for the
  future.
• VoIP middleware to connect to Cisco Call Manager,
  Avaya Communication Manager, Siemens HiPath,
  Asterisk, SIP/H.323 carriers, etc.
• Voice AND Fax over IP!
• Easy scalability, high flexibility.
• Call Center followed-by-sun are only possible
  with VoIP.
• Cost reduction, increase of employee satisfactoin
  (home office).
• agenTel 6 Ready for tomorrow!

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High Availability 99,999 !!

• All 3 letter apps on 2 servers Standby-system
  for CTI, UMS, ACD, IVR.
• Keeps the administration simple and the
  availability high 99,99 (warm standby) or
  99,999 (hot standby) uptime for your essential
  enterprise communications!

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One Tab Per Contact
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Outbound Campaigns including predictive dialer

• Keep your agents busy in times of lower incoming
  call load.
• Improve productivity.
• Limit inefficient activities (e.g. no need to
  search and dial a number anymore).
• Give your customer the feeling that you care.
• agenTel 6 a real Inbound/Outbound CC!

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Outbound Campaigns Agent desktop campaign call
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Fax in agenTel WHY?

• Fax messaging is (unfortunately?) not dead and
  still needed in all organisations, sometimes even
  legally necessary
• Sending of faxes directly from desktop (e.g. from
  Word, PDF, etc.) saves time and energy (ie
  money!) and increases the quality of the
  document. Less printers are needed, ie less admin
  and lower cost.
• Security! Confirmations (flights, hotels) or
  orders (finance, buying expensive things) need a
  real signature.
• Privacy! Direct dispatch of incoming, and
  secret sending of outgoing faxes, ie the person
  or the team that they are intended for gets them
  without risk.
• Central storage of fax numbers (Exchange, Domino,
  CRM, ) saves time.
• Central, digital fax archiving saves space and
  time (for searching of old documents).
• agenTel 6 your multi-media center!

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One platform for all applications

• Voice Mail / Automated Attendant
• IVR
• Speech recognition (ASR)
• Text-to-speech / Speech synthesis (TTS)
• Special Speech and Voice Applications
• VoiceXML
• Fax
• SMS
• Conferencing
• UMS
• Voice Logging
• (ACD) Queue

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IVR
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IVR
Play
Recording
Language
On-hook
ODBC
DTMF input
Voice Mail
Timed action
Transfer
Plug-in modules, for e.g. ASR, TTS, XML, IP, ERP,
CRM,
Calculation
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Unbeaten flexibility!
10 SDKs (Software Development Kits) ? E-Mail
Routing Perl Scripting ? Axxium PlugIn DLLs ?
Client SDK TCP/IP-XML Interface ? Client SDK
ComInterface ? Client SDK Toolbar-Interface ?
Client SDK HTML-Interface ? Client-Server
TCP/IP-XML-Interf. ? Server TCP/IP-XML-Routing-Int
erf. ? Server-SDK Custom Statistics ? Server-SDK
Custom Wallboards to integrate agenTel /
Axxium with your IT/PBX environment ? ACT! /
sage crm solutions ? AdressPlus / Cobra ? D/3
/ d-velop ? Goldmine / FrontRange ? Lotus Notes
/ IBM ? Navision Attain / MS Dynamics ?
Exchange-Outlook / Microsoft ? CRM 3.0 / MS
Dynamics ? ProCall Enterprise / Estos ? R/3,
mySAP / SAP ? SPS R4 / InVision ? ttCall /
tribe! Technologies ? any many others.
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Proven success of agenTel!

• Over 300 installations since launch in 2002
• agenTel improves Customer Service
• Transfer calls, faxes and emails immediately to
  the right person with the right skills (that is
  available!)
• Cost-efficient, scalable and flexible
• Start small to grow big with our linear price
  model
• Compatible with most PBXs and databases in the
  market
• Integration with the leading manufacturers
• Integration with your existing IT infrastructure
  and CRM system
• Easy to set up and use
• With the help of our award-winning GUI you dont
  need to be a programmer to create your IVR call
  flow
• 24/7 handling of all incoming calls and emails
• Full IVR platform included Youll never miss a
  call again!

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Summary

• Voxtron is your 1st choice because
• Close integration with the customers existing IT
  and PBX infrastructure
• Short time to market
• Fast deployment
• Open architecture
• Use of standards
• Cost effective
• Very reliable after-sales _local_ support

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Thank You

• Questions?