SpliceCom says it is continuing to bring the benefits of sophisticated Enterprise class solutions to SME businesses with their latest release – an Inbound Call Centre module for the company’s Vision application suite.
Developed in-house by the team behind the award-wining maximiser Business Telephony/Unified Communication platforms, the UK based vendor is predicting that the availability of Vision Call Centre will allow the SpliceCom Community to continue expanding their market coverage.
“In line with our extremely broad maximiser customer base, the initial sales of Vision Call Centre covers a wide spectrum of markets, business size and requirements,” says Robin Hayman, SpliceCom’s Director of Marketing & Product Management. “Vision Call Centre is already being used by small, medium and large organisations to fulfill business needs ranging in complexity from a simple help desk to a virtual distributed call centre. As for the types of company who’ve chosen SpliceCom to provide their Call Centre solution, we can count a florist, taxi firm, breakdown company, holiday cottage letting agency and insurance brokers alongside an international bank, housing association and major Ford dealership amongst our early customers.”
“We’ve found that smaller business can benefit greatly from so called “Enterprise Class” features,” continues Hayman. “As an example, Vision Call Centre offers dynamic resource allocation and automatic priority escalation for queuing calls. This ensures that even the smallest business can maximise their employees time to keep queued calls to a minimum during busy periods, whilst at the same time giving them the choice to treat all queues and calls equally, or to prioritise calls from important customers and/or calls to specific queues as appropriate.”
SpliceCom’s Vision Call Centre suite consists of 5 major components; sophisticated call routing and assignment, web based Supervisor Consoles, Agent Desktops and Live Wallboards/Dashboards, alongside historical reports.
“Vision Call Centre has been designed to work with maximiser – and to only work with maximiser,” says Hayman. “This means that our channel partners and their customers know that they’re getting ONE single source solution that’s been designed to work as one, is easy to configure and offers the full maximiser feature set. To highlight just two key areas, maximiser’s delivery of homeworker support as standard, alongside transparent multi-site operation, allows small and large businesses alike to deploy home based Agents and virtual Call Centres.”
SpliceCom says it has also managed to bring their Call Centre offering to market at a price that will appeal to smaller business. “In line with the Fair Trade licencing policy that we offer on maximiser, Vision Call Centre starts with just one Agent and can be expanded by one Agent or one Supervisor at a time. Customers’ only pay for what they need and aren’t forced into buying a block of licences when they just want one,” states Hayman.
“We’ve developed Vision Call Centre and maximiser to work together as ONE single unified solution to help organisations, large and small, deliver service as a business differentiator. Our goal is to make Agents and Supervisors more effective, delivering greater levels of prospect conversion and customer retention. The end result is that this in turn will help to build profitable relationships that lead to increased revenue,” concludes Hayman.