UltraVox CD60 Call Centre ACD System |
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Building customer relationships with a quality telephone service.
Overview
CD60 Specifications
CD60 Options
CD60 Overview
A flexible Windows call processor that integrates with existing telephone systems or centrex services, providing Auto Attendant, ACD, UCD and Intelligent Call Queuing facilities together with a powerful range of options for improving the handling and management of telephone traffic in a call centre environment. |
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Public perception of call centres is not good, so whatever your organisation does it is important that you deliver the quality of telephone service that today's customer expect, whilst at the same time constantly striving to enhance image and improve your call centre productivity.
The Storacall CD60 Call Centre ACD is Windows based and provides all the call processing and ACD functionality necessary for a busy Call Centre, enhancing the structure of a connected telephone system or Centrex service. It allows any extension to become a member of an ACD group, and agents may even be on another site.
| Intelligent call distribution and real time management of agents via multiple consoles is achieved at a low cost and a powerful range of options is available for further enhancing the handling and management of your telephone traffic.
The CD60 can be configured to front end your whole organisation or just handle calls for specific departments or teams. |
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Skills based call routing |
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Wall Boards |
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Advanced call management reporting |
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Music and messages on hold |
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Library of announcements |
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Personal voice mail and e-mail integration |
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Interactive Voice Response |
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Structured information/announcement services |
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Volume message taking and order/data capture |
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Computer Telephony Integration |
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Agent Conversation Recording |
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VoIP connection |
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CRM integration |
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Blanket voice recording |
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Speech recognition |
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Agent evaluation |
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Alert Notification |
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| Benefits |
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Effective management of all incoming calls |
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Handles up to 64 calls simultaneously |
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Prompt answering of calls |
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Fewer abandoned calls |
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Service level agreement attainment |
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Reduced caller waiting times |
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Improved company image |
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Greater control of telephone operations |
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Optimisation of existing telephone system and agents |
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Improved customer service levels |
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Deal effectively with call traffic peaks |
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Easy addition of options such as skills based routing, voice mail, structured information, bulk messaging, order taking, wall boards, music on hold, voice recording, CTI, speech recognition, alert notification, CRM integration and VoIP |
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Management call statistics and reports |
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Real-time display of call and queue activity |
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Answering and Queuing the call
In an ideal world, a caller wishing to speak to an agent would be connected immediately. When the volume of call traffic exceeds the capacity to answer, queueing calls may become a necessity. The UltraVox ensures that all your incoming telephone calls are handled efficiently and cost effectively.
The system structures the way in which callers queue for agents, extensions or departments. It answers and processes incoming telephone calls by providing callers with a menu of queue options, with choices such as: queue for an agent or department, select information announcements, or, leave a message.
The menu can be played to callers before they join the queue, and repeated at predetermined intervals as they move up the queue. Using their telephone keypad, or voice response, callers can select alternative actions from the queue options menu.
With an UltraVox CD60 your callers aren't trapped in a queue, waiting to be dealt with. They can take control of their call, and may even be able to obtain the information they require without speaking to an agent. Callers have control of their call within the queue and managers have full visibility of queue status.
The UltraVox CD60 supports up to 99 queue templates, which set out how the caller will be treated and allows different departments to specify their requirements. Before the caller is transferred the agent may be played an information message as to which queue the caller originated from or how long they have waited. |
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Distribution of Calls to Agents
As the call arrives and reaches the front of the queue, the UltraVox Equate ACD will choose the first agent to present the call to, according to a set of rules. The UltraVox supports four main methods of distribution and these may be set up independently for each ACD group on the basis of Cyclic to next available agent, Sequential Distribution, Target Agent with Least Calls or Target Longest Idle Agent.
Agents can be members of one or more ACD groups, skilled in dealing with particular enquiry types. Callers can be directed to a group according to the number which they have dialled, a choice made from a menu or other information such as their account code. Overflow groups can automatically receive calls which have exceeded pre-set queue times. The UltraVox gives you complete control over the way in which telephone calls are handled, ensuring satisfied callers and the most efficient use of agent resources.
Supervision & System Administration
The UltraVox CD60 is controlled from the systems and supervisor consoles, which provide an unsurpassed level of visual feedback on the system operation. The progress of each call through the system may be monitored and many thousand elements of statistical and management information are updated in real time and may be selectively displayed. An UltraVox won't let you lose sight of your call traffic. The Supervisor Console is a Windows based application which can run on one or more PC workstations connected to the UltraVox server via a Local Area Network. This means that several supervisors may monitor the progress of calls, or monitor groups within their jurisdiction.
The Supervisor Console is a powerful management tool for real-time control of agent resources in a busy Call Centre:
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Real Time Display of Agent Activity
Icons clearly show the status of each agent and change as the agent's station rings, the call is answered, during wrap-up and when the agent returns to idle. |
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Drag & Drop Agents
As call queue conditions change, a supervisor can log agents into groups or move them from one group to another by simply dragging the agent's record into the appropriate area. |
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Agent Performance Summary
Clicking on a particular agent's record shows a summary of today's activity and allows modification of their current status. A supervisor may quickly identify under performing agents. |
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Configure Queues
The Supervisor Console shows information on current queue lengths and wait times. Overflow patterns based on queue lengths or maximum time in queue may be altered in real time to respond to exceptional queue conditions. |
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Configure New Agents
A supervisor may add agents directly from the Supervisor Console and change information relating to existing agents. This means that adding an agent to the ACD is no longer a costly upgrade and programming exercise. Virtually any telephone on the host PABX may become an agent position. |
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Agent Wrap-Up and Do Not Disturb
An agent will normally Log In to an ACD group as a signal that he or she is available to work and start taking calls. An agent logged in to group may signal a temporary period of unavailability, during which calls will not be presented. The status of the agent is visible at all times to supervisors via the Supervisor Consoles and the time that agents have spent in each state is identified separately on management reports. The feedback on how an agent's daily work time is broken down is key information in managing a call centre and maximising efficiency of staff resources. |
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Wrap-Up
This is the period of time immediately after the end of an ACD call during which the agent will not be presented with the next call. The purpose of this is to give the agent time to complete paperwork or enter information onto databases. The to be set on a system wide basis or for each individual agent. This allows newer members of staff to be given additional time during training. Once the Wrap-Up period has expired, the UltraVox will automatically make the agent available again. However, the agent or supervisor may make themselves available for calls before the end of the Wrap-Up time via their handset or the Supervisor Console. |
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Do Not Disturb
The agent or supervisor may signal the Equate that they wish to be in a temporary Do Not Disturb (DND) state, during which they do not wish to be presented with calls. This will typically be assigned to a key on the handset. In addition to the non-specific DND statuses, the UltraVox may be configured to allow DND states which are assigned to particular activities, for example, data processing, e-mail handling, outgoing calls or meal breaks, with appropriate icons that will appear on the Supervisor Console. |
Management Reports
Management feedback on call handling is essential to ensure that your organisation is providing the best possible service to your customers.
The CD60 comes with a standard reporting facility providing:
- Line Activity Reports - an analysis of what calls come in on what lines and what happened to them (hung up in menu, queued, etc)
- Service Group / Department Activity Reports
- Reports on Choices Made in Tone Menus
Click here for CD60 Specifications
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UltraLog - Agent Conversation Recording option
The Conversation Recording module allows the supervisor to selectively record incoming calls to individual agents. This allows the supervisor to extend the level of control and supervision by monitoring agents with long call times for advice and training.
The supervisor can choose for a particular agent to record all calls, record a selection of calls or record the next call, and recordings are easy to retrieve. The system can be used in conjunction with agent performance and evaluation software.
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VoiceLog VRC - Blanket Voice Recording option
The VoiceLog VRC Recording module provides blanket recording of all incoming and outgoing telephone traffic in a call centre, providing indisputable records of conversations, orders or instructions, should there be a dispute or query later. The VRC recorder module provides immediate verification of telephone transactions to supervisors and team leaders and calls can be replayed from a replay workstation or accessed via a network.
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VoxMail - Personal Voice Mail option
The VoxMail option provides a fully functional voice mail and personal messaging system. Many thousands of personnel in an organisation can have individually configured mailboxes with a variety of notification options. Mailbox owners can receive messages from telephone or as email attachments, providing Unified Messaging to form part of a contact strategy.
There are a large number of variable parameters that control how messages are received and the options that callers and box owners hear. The VoxMail's Notification Manager uses a variety of devices to seek out and inform mailbox owners that they have a new message before transmitting it to them. Notification options include: Message Waiting Lamps, Voice Paging, Email Forwarding, SMS or Public Address.
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TriStar - Wallboards option
In a busy call centre area or department, it is not always easy to gauge when call waiting times become a problem. One or more TriStar high visibility wallboards may be wall or ceiling mounted to give all those involved in taking calls, a clear view of the state of call queues and real time information on call handling.
Wallboards can be IP addressable via a LAN allowing easy relocation. As well as providing warnings, the TriStar Wallboards give immediate visual feedback on performance and added incentive for agents to improve customer service levels.
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MessageManager - Voice and Data Capture option
Where high volumes of telephone messages need to be stored, or complex information gathered from the caller, the MessageManager module provides the solution particularly for brochure requests and order taking. It can assign a unique number to each caller's message. An audit record is automatically created, so a particular message can be found with ease.
Callers may be prompted through the process of leaving a message - a process known as 'Question and Answer' ensuring that vital information is not forgotten and is recorded in the correct order for entry into a database.
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Virtuosa - Music on Hold option
The Virtuosa provides a varied and high quality music source to your callers on hold via the hold port of your telephone system and, at the same time, to callers held in an internal queue. There are times of the day when you may not be able to get back to callers placed on hold as quickly as you would like. Recent studies show that a caller's perception of the time that they had been holding was 20% less when played music than when left holding in silence.
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AnnounceManager - Information Announcements option
A large number of customer calls are repetitive requests for simple information, such as opening hours, product availability, dealer location, job vacancies or contact numbers. The AnnounceManager can provide a useful service for your callers as well as substantially reducing the traffic to agents and minimising the need to call people back.
Callers can access information as they wait in a queue, as an alternative to speaking to a live agent, or through dialling a specific number. Access to the recorded information is through simple tone menus, by reference number, by selection from a flexible list.
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Sally - Speech Recognition Routing option
The Sally Speech Recognition routing module provides virtual receptionist facilities, allowing callers to request by voice the extension, person, department, product or information they require.
The system uses advanced natural language voice recognition technology, which analyses the basic elements of speech - phonemes - to produce very high levels of recognition accuracy. The system then transfers the call to the appropriate extension, recorded information, call queue, ACD group or gateway ensuring customers are answered by as near to a real person as is possible.
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Reporta - Advanced Call Management option
For more advanced reporting facilities, the optional Reporta package is available to give comprehensive feedback on the efficiency of call and message handling, whether for a quick assessment or in-depth analysis. It can provide tabular and graphical reports, which may be printed on demand or previewed to the screen. The Report Creator allows you to modify these reports or create your own to meet exactly the requirements of your organisation.
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CTI Manager - Computer Integration CRM option
CTI Manager options provide standard or bespoke integration with computer databases and CRM packages to initiate Smart agent applications to help with caller's requests. The system uses line CLI, voice recognition, number dialled or touch-tone entered input to determine how to process a call, forward it to the appropriate group of agents or departmental queue.
The system can then match the caller with the appropriate database, application or specific record and display this on the agent's computer terminal (Screen popping) so that the agent has the relevant information to deal with the caller. This can be used for example to deal with callers by customer ID, account number, employment number or document number.
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AlertMaster - Alert notification option
When there is a requirement for the Call Centre to react to alert situations or emergencies the AlertMaster module can be used to deliver alert information messages to all key strategic personnel relaying information or asking them to respond. Contact can be made by any combination of telephone, mobile, pager, SMS, fax public address and email. The delivery of alert messages is based on the database contact profile for each person, which stores where, when and how they can be contacted.
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Web Conecta - Website Connection option
Conecta integrates the telephone system and UltraVox server with the IP network and uses Web call-through technology to enable your Web customers to participate in a real-time voice conversation with your customer representative through the Internet. This makes it possible to deliver human contact and instant attention. Your Web visitor simply clicks on a Talk button icon on your site to establish immediate phone contact via the UltraVox server with your agent on-line and in real-time.
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VoIP/ToIP Conecta - IP Gateway option
VoIP/ToIP Conecta is an intelligent and highly flexible IP telephony Gateway. It allows the UltraVox to route and distribute call centre telephone calls over the corporate Intranet or the Internet to Telecommuters working at home or employees/agents working at branch offices or on mobiles. The distributed calls bypass the PSTN and allows companies to eliminate long-distance charges for calls between their offices, from one company site to another or from corporate headquarters to an overseas office.
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VoxScore QA - Call Quality Analysis Package
VoxScore QA is an affordable easy to set up and use telephone call quality analysis package to help improve performance and tele worker skills by providing training feedback using voice recordings or live feed and a software package to provide a fair and consistent method of appraisal.
The software includes Score sheet templates with points per question and text comments, a scored results data-base, WAV file import, text and graphical reports; instant performance review of individuals,or groups and is compatible with Storacall voice/conversation recorders and UltraVox call processing ACD systems or can be used for standalone live monitor and score.
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Ultravox ACD Agent Interface
The 'Agent Interface' is a windows application that can be installed and operated on an agents PC, which communicates with the UltraVox server via an existing LAN. It is designed to occupy a small area of the PC screen, thus allowing agents to continue using other workflow productivity or CRM tools while the interface is running.
It gives each ACD agent personalized control to monitor or change their status as well as displaying information about an ACD group such as the number of agents currently logged in, calls queued and the number currently agents available to answer calls allowing them to make an informed decision about the most appropriate time to take a break or make themselves available to answer calls.
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Jobcall - Recruitment System
The 'JobCall' application module automates the tasks associated with high volume processing of many recruitment services via the telephone. This can provide Vacancy bulletin boards, Geographic or job type selection, Multiple vacancy handling, Job application voice forms, Applicant suitability vetting before transfer to a consultant, Automated Question & answer telephone interviewing and Simultaneous multiple operator transcription.
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Jobline - Automated Interviewer
The 'Jobline' module is a software application for use in call centre recruitment departments. The application is designed for evaluating candidates for suitability for jobs in a call centre, prior to interviews being arranged. Job applicants' telephone calls are answered and processed by the UltraVox and, utilising the JobLine Question & Answer module, are asked to respond to a set of questions and example call centre scenarios. The applicants' responses can then be evaluated for speed of reply, telephone voice, use of English, attitude, telephone manner etc.
The system issues each caller with a reference number and Supervisors can then use that reference to transcribe the responses and critique them. This enables an organisation to screen candidates for their suitability for work in the call centre before interviews are arranged, thereby eliminating unsuitable applicants and thus reducing the amount of time and cost in a recruitment programme.
Further information
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For further information, please contact Sales:
Tel: 01932 710710 | Fax: 01932 710711 | Email:
or use the Enquiry Form
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