1BBX Technologies Vuesion®

Unleash the potential of your communication systemBBX TECHNOLOGIES

•BBX Technologies NEC Univerge (Fusion) Member

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Vuesion®

BBX Technologies

Advanced applications, .. One server

Messaging Module CT Module

Call Center ModuleCall Recorder Module

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• Integrated Messaging • Auto Attendant • IVR

• PC Super Console • PC Super User • Call Reports • Database screen pop • TAPI Interface• Mobility

• Skills based • Announcements • Callback Queuing• Database Routing • Database Screen Pop

• Station side recording• Trunk side recording • Scheduled• Pattern recording • On-demand recording

Vuesion® Product Information

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Vuesion®

BBX Technologies

Product History

Introduced in 1999 7 years of customer implementation

Number of systems shipped to date Approximately 1,000+

Introduced in 1999 7 years of customer implementation

Number of systems shipped to date Approximately 1,000+

Vuesion® Product Information

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Vuesion®

BBX Technologies

Typical Setup

IP Remote agent

Attendant workstationAgent workstation Supervisor workstation

Vuesion Media Server

Communication Platform

Ethernet OAI (PZ-M606A)

Voice resources (single line)

Vuesion Media Server: solutions & applications in a converged voice/data network

LAN / WAN / VPN

LAN / WAN

Applications, Platforms

Vuesion® Product Information

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Vuesion®

BBX Technologies

Messaging Highlights

Vuesion® Messaging Module

Highly scalable from 4 to 64 ports Windows Point and click Administration OAI connection greatly simplifies

integration

Deploys easily with reduced complexity

Remote access for configuration Default Setup Wizard

Full featured auto attendant / IVR Flexible and Menu-Tree telephony

user interface ANI/DNIS based IVR routing

Minimize time to resolution

Menu selection from user’s greeting

1-digit selection for most functions Q&A interview mailbox

Play different greeting when user is busy or out of the office

One-Touch record with listen and pickup

Cascade notification (pager, mobile phone or E-mail)

Highly usable user features

Users remotely configure their forwarding phone numbers for the “follow-me” feature

Trusted numbers allow users to automatically login to their mailbox on ANI match

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Vuesion®

BBX Technologies

Unified Messaging

Vuesion® Messaging Module

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Vuesion®

BBX Technologies

Vuesion PC Super Console

Menu bar

View selection

Call status

call control function keys

Icon status & presence management

Vuesion® CT Module

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Vuesion® Super Console: Intuitive and productivity enhancing

Vuesion® Super Console: Intuitive and productivity enhancing

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Vuesion®

BBX Technologies

Extended States

Extended states

Vuesion® CT Module

Presence management and collaboration

Presence management and collaboration

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Vuesion®

BBX Technologies

Emergency Number Notification

Notification

Vuesion® CT Module

Security Security

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Vuesion®

BBX Technologies

Summary

Super Console users Up to 200 simultaneous logons

Number of views 12 for Super Console – 3 for Super User

Icons displayed 2,000+ for Super Console – 25 for Super Users

Call History 800 outbound / Inbound with missed call indication

PC OS Supported Microsoft Window XP, 2000 or Thin Clients

Phones supported TDM, IP or soft client with USB headset

Database screen pop* Integration with ODBC compliant databases

TAPI interface* Vuesion® TSP

Call Reports* Crystal Reports interface

Vertical Market Real Estate offices, Automotive, Answering Service

Vuesion® CT Module

* Option

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Vuesion®

BBX Technologies

Call Centers are everywhere

Web Hosting / Internet

Utilities

Retail / Remote shopping

Manufacturing

Insurance

Healthcare/Dental

Government

Financial / Banks / Credit Unions

Education

Distribution

Vertical market coverage

Sale

s / O

rde

rs

Cu

sto

me

r Ca

re

Disp

atch

Help

Des

k

Info

rmatio

n

Reg

istra

tion

Res

erv

ation

Vuesion® Call Center Module

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Vuesion®

BBX Technologies

Call Center Highlights

Vuesion® Messaging Module

Simplified deployment with flexible management

Maximize First-Contact resolution

Management & Supervision

Scalable from 5 to 200 agents Call Reports accessed for all

enabled Supervisors

Skills based routing for maximum coverage Full featured packages come standard Desktop or thin client environment

supported

Full featured auto attendant / IVR ANI/DNIS based IVR routing Priority routing Supervisor “Rescue Queue”

Delayed announcements with ATA and queue position

Visual and audible threshold indication Callers may opt-out of queue and select

another destination

Presence with visual indication on groups and agents

Intuitive call center states with visual indication

Call status with CRM integration

Built-in software wallboard with PC client software

Call coaching/monitoring with record option

Real time agent statistics

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Vuesion®

BBX Technologies

Vuesion® Call Center Agent

Call center

wallboard

Call center states

Vuesion® Call Center Module

Presence &

Collaboration

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Break,

Work,

Meeting,

Login/Logout

keys

Phone Agent(No PC required)

Phone Agent(No PC required)

Break,

Work,

Meeting,

Login/Logout

via IVR

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Agent PC desktop client software

Agent PC desktop client software

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Vuesion®

BBX Technologies

Vuesion Supervisor Screen

Real time statistics

Rescue

Queue

Call Center Reports

Vuesion® Call Center Module

Management and supervisory software Management and supervisory software

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Vuesion®

BBX Technologies

R.O.I and Productivity Enhancing Options

Vuesion® Call Center Module

Call Back Number QueuingCallers may leave a call back number, hang up and stay “virtually” in the call center without loosing their priority and position in queue.

Database Smart RouterCalls may be automatically routed to a different location, or have a higher/ lowerpriority based on their ANI, DNIS or customer’s database record contents.

Call Back Number QueuingCallers may leave a call back number, hang up and stay “virtually” in the call center without loosing their priority and position in queue.

Database Smart RouterCalls may be automatically routed to a different location, or have a higher/ lowerpriority based on their ANI, DNIS or customer’s database record contents.

Database Screen PopA local Vuesion database or the customer’s database records are automatically shown on the agent’s screen when ANI, DNIS or IVR collected digits match preconfigured entries.

TAPI Dial Out Desktop users select and dial a number or name from their TAPI compliant contact management software.

Database Screen PopA local Vuesion database or the customer’s database records are automatically shown on the agent’s screen when ANI, DNIS or IVR collected digits match preconfigured entries.

TAPI Dial Out Desktop users select and dial a number or name from their TAPI compliant contact management software.

Increasing efficiency, productivity, service level and customer satisfaction while decreasing cost for faster Return on Investment

Increasing efficiency, productivity, service level and customer satisfaction while decreasing cost for faster Return on Investment

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Vuesion®

BBX Technologies

Call Reports and Management

Vuesion® Call Center Module

Call Center

Reports

Non-Call Center

Standard Reports

Skill Sets / Groups

• Answered Calls (Hourly, Daily, Charts)• Answered Calls Agent Summary• Abandoned calls (Hourly, Daily, Chart, Detail)• Talk Duration (Hourly, Daily, Chart)• Service Level Profile (Hourly, Daily, Chart) • Group Performance, Call Tag Reports, Campaigns,

Agents

• Call Center Status (Hourly, Daily, Charts)• Call Center Calls (Hourly, Daily, Chart, Detail)• Threshold Excess • Agent Performance • Agent Productivity

Stations, Trunks, ANI, SMDR, A.A.

• Stations (Detail, Summary, Charts)• Trunks (Detail, Summary, Charts)• Number Dialed/ANI (Detail, Summary, Charts)• Area Code (Detail, Summary, Charts)• Trunks (Detail, Summary, Charts)• Account Codes (Detail, Summary, Charts)• All Calls/Tenant (Detail, Summary, Charts, Costing)

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Vuesion®

BBX Technologies

Sample Reports: Skill Set (Group) Performance Summary

Profile Daily

Vuesion® Call Center Module

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Vuesion®

BBX Technologies

Sample Reports: Agent Productivity

Vuesion® Call Center Module

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Vuesion®

BBX Technologies

Typical Setup

Supervisor workstation

Vuesion Media Server

Communication Platform

Ethernet OAI (PZ-M606A)

Voice resources (single line)

Vuesion Media Server: solutions & applications in a converged voice/data network

Trunk Side 1 PSTN

Station Side 2

Vuesion® Call Recorder Module

Storage & Backup

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Vuesion®

BBX Technologies

Call Recorder Highlights

Supports PRI span and analog trunks

Supports NEC’s digital Dterm for station-side recording

Up to 8-PRI span trunk-side or 96 phones station-side

Single and dual span PRI boards.

8,16 and 24-port digital station board interfaces

High quality, High performance and high compression recorded files

Selective recording based on ANI number pattern

Selective inbound / outbound recording per station

Record all calls

Scheduled recordings per group or agent

Random recording for quality assurance

On demand Supervisor recording of agents

Flexible search criteria

OAI Integrated Scalable, flexible

A complete package for any budget A complete package for any budget

Vuesion® Call Recorder Module

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Vuesion®

BBX Technologies

Supervisor Management Screen

Vuesion® Call Recorder Module

Calendar

Time/C

all

Filters Record

Filters

Groups

Management

& flagsRecord

Details

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Vuesion®

BBX Technologies

www.bbxtech.com

Thank you

Thank you