Efficient and user friendly tools
bring success to your customers!
New releases of Vision 80/20
Agenda
◆ New
Releases of Vision 80/20
◆ Vision
80/20 3.0
◆ Vision 80/20 Contact Center 10.0
◆ Vision 80/20 Statistics 3.0
◆ Release
plan
New release: Vision 80/20 3.0
Vision 80/20 3.0
◆ New
easy to use interface for attendants
◆ New
easy to use interface for users
◆ Moore
efficient search functionality
◆ Combined
attendant and agent client
Vision 80/20 Attendant Client 3.0
New graphical interface
More user friendly
• Interactive ribbon menu that show
the available choices
• Clearer presence- and availability
information
• Easier to learn – fast introduction of
new staff
• Full focus on contact with the caller
providing better service
Vision 80/20 Attendant Client 3.0
Progressive search
• Search results are updated as
the search is written
More efficient service
• You can quickly see if the search is
successful or if it needs to be
narrowed down further
• Provides faster service to callers
Vision 80/20 Combined attendant and agent client
Combined client
• Transition for the operator is
easy as everything is in one
interface
• All media included
Better use of resources
• Attendants can log in to selected
queues to assist during peak load
times
• Results in improved customer
service
Vision 80/20 Manager
New graphical interface
• Hidden menus have been
replaced with interactive ribbon
menus
Easier to use
• Easier to access
Vision 80/20 3.0 Web User
New graphical interface
• Clearer information about
colleagues and their status
• Mouse over to see detailed
information about colleagues
• Easy to set an absence message
through calendar
• Easy to use – more intuitive
Efficient organization
• It´s easy to do a search on
colleagues
• It´s easy to see whether colleagues
are available or busy
• Saves time
• Reduces internal calls to the
operator
New release:
Vision 80/20 Contact Center 10.0
Vision 80/20 Contact Center 10.0
◆ New
easy to use interface for agents
◆ Agent chat
◆ Music on hold
◆ Auto reply by e-mail
◆ Case log
Vision 80/20 Contact Center 10.0
More user friendly
New graphical interface
• Easier to learn – faster introduction
of new staff
• Full focus on contact with the caller
providing better service
Vision 80/20 Contact Center 10.0
Agent chat
Simplifies for the agent
Agent to agent chat
• Facilitates transfer of contacts
(”warm handover”)
• Provides faster service to callers
Vision 80/20 Contact Center 10.0
Light attendant functionality
for part time attendants
• Transition for the agent is easy as
everything is in one interface
• Easy to use – intuitive
• Same powerful progressive
search tool as the operator uses
Better use of resources
• Agents can assist during peak load
times
• Results in improved customer
service
Vision 80/20 Contact Center 10.0
Music on hold
More pleasant reception
• Pleasant experience at queue
Vision 80/20 Contact Center 10.0
Auto reply by e-mail
◆ Quick feedback with information that the
mail is received and opening hours.
◆ Even after closing an e-mail can be sent
with information about opening hours.
Vision 80/20 Contact Center 10.0
Auto reply by chat
◆ Incoming chat users will receive
welcoming and informative messages.
◆ The user will have the possibility to see
how many are in front in the queue which
gives better sense of queue progress and
customer satisfaction.
New release:
Vision 80/20 Statistics 3.0
Vision 80/20 Statistics 3.0
New reports In Statistics 3.0
◆ Case
Log
◆ IVR Choices
◆ Callback now included in CC-Report
New wallboard
Vision 80/20 Contact Center 10.0
Case log
*Requires Vision 80/20 Statistics
Fact based decisions
Case log
• Categorization of cases
• Show statistics for issues such as
which questions are most
commonly asked or which
departments may be contacted
most often.
• Allows managers to quickly see
how resources are being spent on
the various sponsors and clients.
Vision 80/20 Case Log in Statistics 3.0
Fact based decisions
Case log
• Categorization of cases
• Show statistics for issues such as
which questions are most
commonly asked or which
departments may be contacted
most often.
• Allows managers to quickly see
how resources are being spent on
the various sponsors and clients.
Vision 80/20 Statistics 3.0
IVR-report
• Showing different IVR-choices
• Can be used for customer surveys
• Table or chart
Vision 80/20 Statistics 3.0
• Callback included in contact center
report
Vision 80/20 Wallboard
Wallboard
*Requires Vision 80/20 Statistics 3.0
Wallboard, panels:
Correct decision making
•
•
•
•
•
• Quick overview
• Easy to build your own wallboard
with panels
• Can be displayed in Desktop or
Wallboard mode
Agents
Agent groups
Queues
Queue history
Queue Length
New release:
Vision 80/20 Auto Attendant 4.1
Vision 80/20 Auto Attendant 4.1
◆ Support
for virtualization WMWare
◆ Support for latest speech recognition
◆ Support for Windows 2008 R2
Ready for sale: 2013-06-17
Ready for delivery: 2013-09-02
Release Plan:
Vision 80/20 3.0
Vision 80/20 Contact Center 10.0
Vision 80/20 Statistics 3.0
Vision 80/20 Release Plan
Ready For Sale: 2013-06-17
◆
◆
◆
Vision 80/20 3.0 (PAM)
Vision 80/20 CC10
Vision 80/20 Statistics 3.0
Ready For Delivery
2013-10: Vision 80/20 3.0 (PAM)
2013-10: Vision 80/20 CC10 and Statistics 3.0