Answer – This is one of the benefits of the Veridian Cloud Contact Centre. Interactions can be delivered to any location or any device (mobile phone, soft phone, land line, etc.) without any loss of functionality from a reporting, recording, or management perspective.
Answer – The call recording is an integral part of the solution, delivered via the cloud. This means that calls are recorded regardless of your agents’ locations.
Answer – Again, another core benefit of the Veridian Cloud Contact Centre. Veridian encourages its customers to trial new features and functions (such as unified web-chat or SMS routing) to understand the benefits before committing to a full rollout. This allows you to “future proof” your technology investment while measuring the expected return on investment and customer experience improvements.
Answer – Veridian maintain the solution to keep it current and issue-free. Because the solution is hosted in the cloud, our upgrades are scheduled to minimise downtime or impact to your organization’s interaction management. All downtime occurrences are carried out in consultation with our customers.
Answer – To help ease your users into their new Cloud Contact Centre solution, we roll out in parallel to your existing system. Your agents will literally have their old and new equipment on their desk so that they can practice on the new system until it is time for the cutover. From a change management perspective this is a great way to get your agents comfortable before it goes live.
Answer – Veridian provides training through a variety of methods to suit every preferred method of learning, including: classroom, web-based, quick tip-videos, and printable user guides. We find that from a change management perspective the best practice is to train the super-users in your environment leading up to the “go-live”, give them the ability to use the new technology on their own for a few days, and then provide on-site support the day the new system goes live. However, one size does not fit all, so Veridian always stay flexible to accommodate your ways of working.
Answer – During the implementation process, Veridian will set up your initial call routing according to the business requirements captured and documented. Whenever you need to make changes to your routing, your designated administrator can do so easily via our easy-to-use V-Suite Portal. These changes to your Contact Centre can be completed in just a few seconds, with the click of a mouse. For example, to change your greeting message, simply record a new message and upload the file. If you prefer not to have your administrator make the routing changes, you can submit a ticket to have a Veridian representative make the changes for you (subject to terms of the agreement)
Answer – We offer different tools for Contact Centre leadership to have real-time visibility into the queues and also the status and productivity of agents. Supervisor Dashboards, Wallboard displays and real-time monitoring are all part of the suite of applications available to run the operation effectively.