UltraVox Modules

QueueCall - Call Queue Management System

When the volume of call traffic exceeds the capacity to answer, queuing calls may become a necessity. The QueueCall module structures the way in which callers queue for operators, extensions or departments. Callers have control of their call within the queue and managers have full visibility of queue status. The information and choices presented to your caller may be precisely defined to meet your call handling requirements and minimise caller aggravation.

The caller may, if you wish, be informed of current queue position at regular intervals. Reassurance announcements may be varied according to the time that the caller has waited. Queue overflow may be set in advance so that the maximum queue length may be predetermined for a particular department and callers may be overflowed to a mailbox or alternative answering position. Callers may also access information interactively without losing queue position.

Equate - Automatic Call Distribution

The Equate is a software module in the Storacall Ultravox system. The Equate can run as a stand alone call distribution system or integrated with other UltraVox modules to provide a complete Call Processing Solution. The UltraVox will connect to virtually any telephone system.

Automatic Call Distribution

An ACD system controls the distribution of calls amongst operators, or ACD agents, according to a set of rules. The objectives may be to even out the spread of calls, to manage agent effectiveness or to route and prioritise calls according to the caller's enquiry or origin.

Skill Based Routing or Multi Group Agents

The UVEQSK module is software to enhance the operation of the Equate ACD so that an agent may simultaneously log in to several ACD groups. A typical use of this is where a caller identifies the subject of their call, usually by pressing keys to select options from a menu. The Equate will then target the call at agents with the appropriate skill set to desk with the caller's enquiry.

In a technical support environment, there may be a complex pattern of overlapping skills as new agents become trained in various areas. These can be set up and maintained within the Equate so that a caller has the greatest opportunity of speaking immediately to someone who can solve their problem.

There are many other Call Centre applications where simple or complex front and back line ACD groups may be set up.

Reporta - Advanced Call Management Module

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.

TriStar - Wallboards

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.

Equate Supervisor Console

The Equate Supervisor Console is a powerful management tool for real-time control of agent resources in a busy Call Centre.

The Supervisor Console is a Windows based application which can run on one or more PC Workstations connected to the UltraVox Equate ACD server via a Local Area Network. This means that several supervisors may monitor the progress of calls to an ACD group, or where the Equate serves more than one group, each supervisor may independently monitor groups within their jurisdiction.

DodgeBox - Advanced Automated Attendant

The DodgeBox Automated Attendant module allows callers to route their calls directly to particular extensions or departments without having to speak to an operator. The DodgeBox acts as an 'automatic operator' and can relieve the pressure on operator staff.

It is of particular benefit when a large proportion of calls are from regular callers, or when calls need to be directed outside the hours when the switchboard is manned.

VoxMail - Personal Voicemail and Messaging

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.

AnnounceManager - Information Announcements

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.

UltraLog - Agent Conversation Recording

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.

VoiceLog VRC - Blanket Voice Recording

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.

MessageManager - Voice and Data Capture

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.

UltraVox for Featurenet and Centrex

Centrex services, such as BT Featurenet and Featureline give many benefits to organisations spread amongst a number of locations. Rather than having a private phone system at each location (PABX), each line from the telephone service provider acts as an extension off a centralised PABX.

The UltraVox QueueCall module can be used to queue calls to groups of Centrex extensions which may be in one location or distributed. Since the QueueCall supports multiple queues, the caller's choice may determine which group of extensions receive the call. More sophisticated choice mechanisms may be used to route calls according to account number or type of query. Uniform Call Distribution (UCD) will ensure that the calls are evenly spread across extensions within each group.

AlertMaster - Emergency Personnel Alert System

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.

Virtuosa - High Quality Music on Hold

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.

Sally - Speech Recognition Routing

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.

CTI Manager - Computer Integration CRM

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.

Web Conecta - Website Connection

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.

VoIP/ToIP Conecta - IP Gateway

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.

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.

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.

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