Call Center Offerings

Auto-Receptionist

A sophisticated virtual receptionist provides effective call management.

• vHiveVoip’s Auto-Receptionist is a sophisticated auto attendant automated phone system that handles calls to your main company number or even other office locations and departments. And to ensure the highest customer satisfaction, there are always options to speak to a live receptionist if desired.
• Use this automated answering service to welcome callers with a custom company greeting. For example, announce employee and department extensions to allow callers to select the appropriate extension. Or, you can use professionally recorded greetings with the voice of your choice or our sophisticated Text to speech feature to customize your greetings in a variety of languages.
• Filter and manage call flow, ensuring all calls are answered promptly and routed properly—so you can provide a better experience for your customers.
• The auto attendant can Route callers to the dial-by-name directory so they reach the appropriate destination, specific employee or department extension.
• Customize the virtual receptionist system for your company’s needs.
• If a change is needed while the account administrator is out of the office, he or she can quickly and conveniently modify the virtual receptionist settings from any device—including smartphones and tablets—with the vHiveVoip web app.
• Customize greetings and route incoming calls based on business hours, the date, or a date range. For example, you can establish automated answering rules for the holiday selling season, and then set them to revert automatically after the season is over.
• Forward calls to any extension, to an outside line, or directly to voicemail. The outside line can be any phone number in the US or anywhere in the world.
• Set advanced rules that provide special handling for calls with specific caller ID information, such as certain suppliers, customers, or investors.
• Advanced rules can also be set for incoming calls to specific phone numbers. For example, if your organization creates a phone number for a special promotion, you can set rules so that the caller will hear a relevant greeting and set of options.
• With the multi-level auto attendant feature, you can create an account-wide call routing rule to handle incoming calls for multiple office locations or for special demands in language selections. For example, you can set up your system to:
  • Direct callers to an office location within your organization, for example: “Press 1 for New York office. Press 2 for Chicago office. Press 3 for Los Angeles office.”
  • Direct callers based on their language selection, for example: “Press 1 for English. Marque 2 para Española.”

Attendant Console

With the VhiveVoip Soft Console you can customize the window to your requirements including a Buddy List (most commonly called users) as well as the full directory of employees and their presence status. A click of a mouse or a drag and drop and the call is efficiently transferred

• Call control allows users to answer, transfer, park, hold, place calls, by drag/drop or a click of a mouse.
• The built-in corporate directory synchronizes with Active Directory if desired or the PBX user list.
• Speed dials & Buddy lists create frequently-dialed contacts that may or may not already reside in the corporate directory.
• Instant Messaging and busy lamp field and user presence means the attendant can easily see a contact’s availability, and with the Queue Monitor can also see at a glance the call volume and wait times.

Multi-Level IVR

What are the differences between the Auto-Receptionist and this new Multi-Level IVR?

• • Multi-Level IVR is an optional alternative to Auto-Receptionist that provides more powerful options to route incoming calls. Multi-Level IVR gives you flexibility to create a structured, multiple-layer phone routing menu. You can route the calls to any extension (e.g. user, group, or another IVR menu), a voicemail, or to an external number. It is ideal for multiple locations under one account. And to ensure the highest customer satisfaction, there are always options to speak to a live receptionist if desired.

• Let’s face it…some callers are more important! With vHiveVoip’s robust IVR system you can assign a priority to a Caller ID or even the Called Number to expedite or route calls more accurately. Plus, CAD (Call Added Data) can be attached to each call like an account number or code that will present to your staff.

vHiveVoip uses multiple SIP trunking providers and can Local Number Port or provision phone numbers domestically as well as internationally.
We offer a variety of toll-free numbers so customers can phone your business free of charge. You can choose the instantly recognizable 800 number prefix or choose from 888, 877, 866, 855, and 844 numbers. You can also create a custom vanity phone number to reinforce your company branding. Vanity numbers often spell out words, such as 1-800-GREAT-BIZ, making them easier for you and your customers to remember.

The MX Administrator interface can be used to configure the Integrated Contact Center for queue overflow, based on time or number of customers in the queue. For example, if the average wait time of customers in the queue becomes greater than a set number of minutes, then the system can automatically send the caller to Voice Mail, an operator, another extension, an external phone number or another queue. The same can be done if a set number of callers enter a queue. Precise algorithms of call overflow can be designed to handle busy queues.

Custom in-queue messages played to callers while waiting to be serviced by an Agent may use audio imported via .wav files, included system prompts or created via text-to-speech. These messages can be unique for each queue. In addition, each queue may have a unique music on hold playlist defined. You may provide in-queue callers the option to leave the queue to route elsewhere in the system including leaving a voice mail or creating a call back request. When a Call Back Queue is enabled and a caller makes this selection, the system will confirm the caller ID to call back and allow the caller to input a different number.

Both Supervisors and Agents have access to view callers in-queue and Call Back Queue via ICC’s real-time queue monitors. Further, Supervisors can move a call to the top of a queue, pull a call from anywhere in-queue and answer it, assign a call to a specific agent, transfer a call out of a queue, or direct a call-in queue to the group voice mail box – all in real-time.

vHiveVoip’s Integrated Contact Center solution provides sophisticated logic for matching customers to the agent who can best solve their problem and a user interface that makes it easy to take advantage of this important capability.
Route based on:

• Agent skills – things like product knowledge or language spoken.
• Channel being used – voice, chat, email, etc.
• Priority of customers or their problems – such as premium support for the best customers, or the level of impact of an issue.

You can even use data from your CRM or other systems to help make the right match for your customers. And when customers get fast service, everybody wins.

It’s all about getting your customers to the person who can best solve their problem. When your customer gets to an agent who has the right skills, the problem gets solved on the first call. This leads to satisfied customers and significant savings for your organization.

E- Web Chat Routing
Most customers start their interactions with you on the web. With Web Chat your customers can get access to the people who can help them with the touch of a button without having to wait on hold.

Historically, when your customers can’t get the answers they need on your website, they need to fumble around to find your phone number, go through the IVR, identify themselves to an agent, explain the situation and eventually, get some help.
Web Callback provides a fantastic, easy experience for your customers while at the same time saving your organization significant money by maximizing agent efficiency and eliminating the costs associated with putting your customers on hold.
vHiveVoip’s Multi-Media Queue provides Web Chat capability in addition to traditional voice capability that allows companies to offer flexible engagement options to their customers. Web Chat link can be integrated into the company website, where with a simple click of a button a customer can chat via instant messaging to a contact center agent. Agents are selected to receive Web Chats based on supervisor or administrative selections. Rather than forcing agents to use different platforms for chat and voice calls, all the customer-to-agent communications is in a single window.
Company representatives utilize the award winning MXIE unified communication client to easily answer and process web chat requests the same way they would an incoming voice call. Moreover, chat messages are placed in queue alongside incoming calls, therefore ensuring that customers are responded to in a timely manner and no form of communication is accidentally neglected in favor of the other. Contact Center supervisors can monitor chat conversations, coach their agent or even interact with the customer directly the same way they could on a voice call.

F Outbound Campaign Manager

MXOutbound Advanced outbound dialer solution

MXOutbound, a fully integrated outbound dialer solution, offers a flexible and easy-to-manage automated process for reaching out to an organization’s customer base. Applications include automated appointment reminders for a doctor’s office; a car dealership advising customers when their vehicle is ready for them to pick up and the service cost; a contact center performing automated outbound calls to promote products; or a school notifying parents and students of a closure due to bad weather. MXoutbound is appropriate for virtually any application that requires automated outbound dialing. The call message may be as simple as a single recorded sentence, or an elaborate customer survey with a series of questions asked based on previous responses.

• Use pre-recorded prompt or text-to-speech conversion.
• Include option to transfer to an operator or
  contact center agent.
• Schedule calls at a specific time of day for
  a contact or make calls on-the-fly.
• Monitor campaigns in real-time- and the system can simultaneously run multiple outbound call campaigns, each with a completely different call flow and set of messages.
• Import Contact information manually or from a CRM application. Campaign results can be exported back into a CRM application.

Agents can provide the fastest and most efficient service to your customers on any channel—all from the same, easy-to-learn, efficient-to-use interface.

Maximize agent efficiency with one client interface that does it all
• One console, multiple channels: Agents serve customers across all channels from the same, easy-to-learn interface.
• Communications hub: Agents can see and chat with other agents and supervisors to get help and to coach one another; plus, view status of different queues to see where help is needed most.
• Slips into any CRM system: The efficient Agent Console design allows us to share the screen with different CRM or back end systems, allowing your agents to continue using same CRM system and interface they are used to.
• Permission-based: Agents are automatically given access to the functions they need, based on their profile and permissions. You can make the agent interface simple and stripped down to start and then add functions when the agent is ready. This makes it easy to add capabilities such as new channels, or even turn agents into supervisors with a quick configuration change.
• Work from anywhere, even in an emergency: If weather or an emergency prevents agents from coming to the contact center, agents can login to their agent console from anywhere they have a computer and Internet access, allowing you to keep business running smoothly.
• Get new agents up to speed quickly: Our intuitive, easy-to-learn agent client (Windows or IOS) turns novices into power users in no time, saving you significant onboarding time and cost.

Call Attached Data (CAD) is an incredibly useful feature that allows agents and supervisors to enter critical information and other notes into a pop-up window which is then attached to the log of the call. Specific data fields can be configured using the CAD Set-up tool in MX Administrator, allowing companies to create questions, content and notes fields for the pop-up window.

CAD notes are attached to each unique call and will follow a call through the queue and call transfer processes, so agents and operators will be able to access them at every step of the way.

CAD information can be edited after the call has ended to permit more detailed post-call processing and additional follow-up actions. CAD information is also attached to every call log file, allowing agents to have a record of all related notes and other user-specific information. CAD can boost your contact center’s operations and ensure that all calls get the attention they require.

Supercharge Your Contact Center

MXIE’s flexible design lets you support full Contact Center functions with dashboards in addition to your day-to-day call and front office needs. MXIE supports a range of Operator Groups and multiple levels of Agent Roles, and lets you log into multiple roles simultaneously. This increases your ability to multitask and handle overflow and priority calls.

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vHiveVoip’s Integrated Contact Center offers multiple reporting options to meet each organization’s reporting requirements. Supervisors can obtain historical reports on the groups that indicate abandoned calls, call back reports, ICC group performance, presence reports, and agent activity records. This information allows supervisors to plan and make decisions on how to improve their contact centers.

Included with ICC is CDR Reporting which provides thirty-eight (38) pre-configured reporting templates. The information is pulled from the Structured Query Language (SQL) database on the MX system and can be exported to several formats for further manipulation.

MXreport is an optional reporting package that is available in CDR and Contact Center versions. With MXreport, ICC managers can configure a customized reporting template via an intuitive drag & drop interface. With MXreport Contact Center Edition, Supervisor-defined service-levels can be included and measured relative to ICC activity. Once your report is completed, you may schedule to have the report generated daily, weekly, monthly in multiple formats and stored on a local or network drive as well as emailed to specific parties.

The MX Archive option facilitates the automatic archiving of call recordings, voice mails, faxes, instant message conversations and call detail records to an external database. Managers query the database via the intuitive MX Archive Viewer application to quickly locate records of interest. Using Call Attached Data (CAD) call information may be cross referenced between business applications such as CRM and the MX Archive database.

L- Wall Board Support
The vHiveVoip Integrated Contact Center collects and collates contact center statistics including current agent status, the length of time spent in said status, the number of calls currently in queue as well as average and max wait times for these calls, the statistics on all answered and abandoned calls including the length of time the caller spent waiting before abandoning the call, and even call-back requests and completion are tracked by the system.
While using SuperView™, Supervisors can see an inclusive real-time report on the status of all agents and calls in a single window while maintaining the ability to make calls without switching screens. The statistical information can then be used for labor optimization as well as better management thanks to up-to-date knowledge of each agent’s availability. SuperView allows supervisors to set up notifications to alert when service-levels or thresholds have been exceeded, whether it’s a queue overflow or scarcity of available agents, when a preset