VOSS Solutions

VOSS-4-UC Contact Center

VOSS-4-UC Contact Center offers an integration between VOSS-4-UC and the contact center, enabling front and back office support from a single, highly intuitive administration portal.

Introduction

VOSS-4-UC Contact Center addresses the need for administrative efficiency and customer control in today's cloud-delivered and on-prem contact centers, replacing what historically was a fragmented blend of manual effort, disparate management applications, and spreadsheets.

    What's included

    VOSS-4-UC Contact Center offers a range of management capabilities including:

    • Fulfillment – Coordinated, configurable management alongside other UC offerings
    • Assurance and Analytics – Quality and performance metrics
    • Billing – Control of service profiles, and accurate tracking and billing of agents

      Key features

      VOSS-4-UC Contact Center provides:

      • Non-technical interface - A fast and accurate way to manage service changes
      • Improved customer experience – End user self-service through a single portal
      • Dynamic and flexible solution - Quickly add / remove / reallocate agents to suit seasonal or event demand, includes bulk admin, and give rapid access to the relevant services, skills groups, and features
      • Increased accuracy - Removal of manual and multiple data entry points in different management applications
      • Reduced revenue leakage when integrated into billing – All customers, consumed services and changes are correctly charged for as they are provisioned

        The benefits

        • Manage your contact center solutions alongside other UC services, with a common toolset
        • Access the same benefits that are in VOSS-4-UC (RBAC, multi-tenancy, devolved administration, transaction audit, integration, etc.)
        • Harness the flexibility of VOSS-4-UC to tailor or extend capabilities to meet specific business needs (manage 3rd party apps, new use cases, etc.)

        For providers - VOSS saves the provider time and money in providing a single pane of glass management approach to UC and Contact Center management

        For end customers - VOSS empowers the customer to run a dynamic workforce, responding to change quickly and easily

        The amount of administration that goes in to operating a UC and contact center environment is huge. For cloud providers, this grows exponentially as the number of clients on the platform increases. With VOSS, the pain is eliminated, as multiple customers can be served from a single platform.