Contact Centre

Genesys

This is an industry leading enterprise interaction and contact centre platform that has been widely deployed internationally. This is an open platform that supports such a wide variety of switches, of both traditional PBX variety and the more recent addition of soft switches.

Veridian Solutions have extensive experience delivering this platform in Australia and have pioneered a number of industry firsts with this platform. These include the first GVP in an IP environment, and the first Genesys deployment on Cisco Call Manager.

Whether it’s managing customer interactions with the contact centre over the web, or using smartphones,  Genesys Software Suite dynamically connects customers with the right resources allowing them to choose between self or assisted service to fulfil their requests.

Cisco UCCX

This product is a fully featured, out of the box IP Contact Centre Solution that is designed to deliver three main benefits: improved customer satisfaction through optimised customer care; reduced application, installation and maintenance costs and superior contact centre productivity.

UCCX offers the following features:

Sophisticated Call Routing Comprehensive Contact Management Workforce Optimisation, including Workforce Manager, Quality Manager and Advanced Quality Manager Robust e-mail Management

Chat and Web collaboration Outbound Dialling Capabilities Easy-to-Use Administration Features Simplified Installation, Configuration, and Application Hosting

 

Verint

Solutions for large, multi-site, virtual and Outsourced Contact Centres

The Impact 360 Workforce Optimisation suite is a unified, analytics-driven solution that enables the contact centre and enterprise systems involved in critical customer service functions to share information, work together, and ultimately deliver a better, more cost-effective customer experience.

With Impact 360 Workforce Optimisation, organisations can capture and analyse customer interactions, uncover business trends, discover the root cause of employee and customer behaviour, and make decisions that impact the quality and efficiency of customer service. In fact, Impact 360 Workforce Optimisation can help organisations improve workforce performance and optimise service processes beyond the contact centre, extending into branch and back-office operations.

UTOPY

An award-winning platform, SpeechMiner®, connects to any Call Recording  System and analyses the phone conversations taking place virtually every minute of the day between companies and customers, recognising key business topics within these conversations with unmatched accuracy. SpeechMiner® can also extract data from external systems and link it directly with the respective calls, then correlate its unique speech metrics with these external metrics.

Patented Speech Technology

SpeechMiner® leverages patented technology that is exponentially more accurate and valuable in a business context than any other approach. It is able to analyse conversations in 54 different languages and dialects – far more than any competitor-enabling multinational companies to precisely and uniformly execute global analyses regardless which language is spoken by their customers. SpeechMiner® is the only Speech Analytics product which works virtually without degradation on cellular phone calls and in varied acoustic conditions, enabling accurate analysis regardless of the quality of the call – a business necessity in today’s wireless world.

Utopy Intelligent Coaching

This product facilitates training and coaching, enabling the scheduling, delivery and tracking of training and coaching sessions.

Utopy Intelligent QM

Makes every aspect of the traditional Quality Monitoring (QM) process much more efficient and effective by managing call queues, delivering calls for monitoring and simplifying the QM forms creation and management process.

Utopy Intelligent Script Adherence

Dramatically increases Verifications  Per Hour (VPH) by automating the entire sales verification process – automatically ensuring adherence to verification scripts and highlighting any deviation from the required script.

Hosted Contact Centre

Veridian’s Hosted Call Centre Solution allows you to customise your inbound or outbound call centre requirements with maximum flexibility and affordability. Features include – inbound/outbound technology; multimedia email, fax, web and call recording. This solutions is manageable, smart and efficient.

Features:

Interactive Voice Response Self Service Queuing Music in Hold Skills Based Routing IP or traditional telephone lines

Remote/Virtual Agents Voicemail Blended Agent capable Real-time reporting Historical Reporting

Key Benefits:

No Capital Expenditure No Hardware and  Software Costs No Maintenance Costs No Installation Headaches Fast Deployment

Ensure your Customer Contacts Help Enable 1st Call Resolution Reduce Average Handle Time Cost Effective Usage Plans