|
With competition always
knocking at your customers’ door, maintaining a
professional customer service and support
organization can keep your customers just
that…yours! That’s why it is important to place
proper attention on how customer calls and inquiries
are handled within your business.
Whether your customer service function is comprised
of individual employees, single or multiple
workgroups, or agents within a larger call center
environment who are located at one or more
locations, Vodavi’s Discovery Manager and ACD
(Automatic Call Distribution) System Software
solutions interface with most Vodavi telephone
systems to tie together employees that share common
call related activities to help you maintain and
improve customer relationships.
Discovery Manager
Empower
Your Managers
Discovery
Manager is a Windows-based management tool that
consolidates call-handling activities and visually
displays to supervisors and employees/agents an
extensive set of user-configurable windows with
real-time statistics. This up-to-the minute
information that business supervisors now have
access to can help aid decision-making for your
organization.
At a
quick glance, supervisors can view employee status,
calls-in-queue, longest wait time, calls answered
and calls abandoned. Employees can send on-screen
messages to each other via their PC. Discovery
Manager even tracks ACD and non-ACD calls on an
extension allowing supervisors to make a distinction
between an employee’s personal and business-related
calls. Employees can log onto multiple call groups
assuring adequate call coverage is in place. For
example, an employee can log onto the incoming sales
support call group in addition to being logged into
the technical service group, if additional coverage
is needed. All this information is shown on the
screen in color-coded fashion to help simplify
viewing.
The
extensive flexibility of Discovery Manager allows a
supervisor to customize his or her real-time screen
to display information as needed. Audible and visual
alarm thresholds can also be configured to alert of
a specific situation that needs immediate attention.
Improve Employee
Performance
What better way
to inform and motivate your employees than to
display real-time performance statistics on each
employee’s PC monitor. With Discovery Manager,
supervisors can monitor employee performance with
the support of traditional and ‘InView’ LAN
wallboards. As supervisor, you can drive as many
InView wallboards as needed, and each InView
wallboard can be configured to display two
information views: wallboard view or status view.
On a
wallboard-view configuration, the supervisor can
view up to eight key performance parameters from
over 300 available options such as calls in queue,
wait time, calls answered, calls abandoned, etc. The
status-view option lets supervisors view the status
of agents/extensions within a selected group. This
view can be used to allow agents/extensions and
supervisors to see who is available so they can
transfer calls.
User-Friendly
Configuration
Managing your
business’ calls requires no special programming
skills. The Discovery Manager Configurator database
defines what lines, extensions, employees and
corresponding groups are to be monitored by the
system. The Windows-based interface makes all
Discovery Manager screens easy to configure and use.
To
assist with troubleshooting, Discovery Manager
provides 24-hour access to a comprehensive, on-line
help system, which offers immediate assistance with
the specific screen you are having difficulty with.
Another convenient feature is password protection
that prevents unauthorized changes to your system.
Discovery ManagerLite vs
Discovery ManagerPlus
All businesses have their own
distinct needs and capabilities when it comes to
operating a customer service function. For this
reason, Vodavi offers two optional Windows-based
call management solutions: Discovery ManagerLite
and Discovery ManagerPlus.
Discovery ManagerLite:
Real-Time Reporting Capability
Does your organization or call center environment
need a solution that captures and visually reports
real-time call handling statistics but you don’t yet
need historical and forecasting capabilities? The
right solution for this type of application is
PC-based Discovery ManagerLite,
which seamlessly interfaces with Vodavi’s ACD system
functionality. Discovery ManagerLite
gives you access to critical call handling
capabilities to take customer service to the next
level. Best of all, if you start managing your
business resources using Discovery ManagerLite,
upgrading to Discovery ManagerPlus
down the road is no problem. Once the software
upgrade to Discovery ManagerPlus is complete, data
collected by your Discovery ManagerLite
from day one will be available for report
generation.
Discovery ManagerPlus:
Real-Time + Historical + Forecasting Capability
For businesses
requiring sophisticated real-time and historical
reporting as well as forecasting capability, Vodavi
offers the Discovery ManagerPlus
software package. Does your organization need to
analyze call volume, call handling time, service
levels and staff requirements over time? Do you need
to create a group of queues or thresholds for each
separate call group within your organization that
monitors parameters such as daily calls abandoned,
calls in waiting and calls overflowed? Do you want
to know what will happen to your call handling times
if you experience a 10% increase in calls? If so,
Discovery ManagerPlus offers
dozens of report templates, or better yet, you can
custom configure reports the way you want.
Comprehensive features such as the forecasting
function help you simulate “what if” scenarios
leaving no more guesswork should business factors
change. The bottom line is whatever your need, the
Discovery ManagerPlus allows
management to tap into the wealth of call handling
information to help make informed organizational
decisions and improvements.
ACD System Software
Vodavi’s ACD system software provides a
flexible solution that allows organizations to set
up supervisor functions, at the telephone system
level, to help manage call flow activities between
its employees and customers. Once in place,
supervisors are given total control of how calls are
processed within their organization. Key features
like call monitoring, calls in queue/overflow
handling, RAN (Recorded Announcements), timers and
programmable ACD/employee groups can be used to
create a custom solution that addresses the time,
skill level, communication and customer service
needs of your organization. Supervisors can even
define employee reason codes (going home sick, going
to the restroom, going to lunch, etc) as to why an
employee left his or her workstation and is
unavailable to be a part of a call group.
So if
you’re looking to manage business resources more
efficiently or if you want to set up a more formal
call center environment, the optional ACD system
software can be implemented to automatically route
calls relative to your business’ needs and
abilities. Down the line if you recognize the need
for enhancing your solution by displaying and
collecting real-time performance statistics at a
PC-level, upgrading to one of the Discovery Manager
solutions is fast and easy.
Giving Customers The Service They Deserve
Whether your customer service department is
comprised of one employee or a whole room full of
employees answering calls and inquiries, a reliable,
effective solution for managing your business
resources is crucial. When customers call they want
to reach someone that can quickly and correctly help
them with what they need. Don’t get caught behind
your competition – or worse yet – let the
competition take away your customers. Take a closer
look at how Vodavi’s Discovery Manager solutions can
increase your business productivity. | 
