ROGERS NETWORK VIRTUAL ATTENDANT

Improve customer satisfaction

Direct calls to the appropriate department or person quickly by simply speaking the name, extension or department. Eliminate the time-consuming and frustrating task of pressing the "first few digits of the person's last name".

Decrease operational costs

Increasing self-serve transactions formerly handled by agents can reduce costs by as much as 85%. In-store sales representatives are able to spend more time with customers, rather than manually directing calls.

Improve business operations

Eliminate geographic, technological and time barriers by providing a "front-door" through one in-bound number that can overlay across multiple store locations, time zones or disparate phone systems. Network Virtual Attendant is the ideal, near-term solution in the case of mergers and acquisitions.

Increase employee productivity and satisfaction

Whether your staff service customers in-store, in the field or from home, Network Virtual Attendant provides unparalleled flexibility by reaching employees at the telephone number most convenient for them. Changes to telephone numbers can be made in real-time, providing employee satisfaction without hindering service quality.

Optimize opportunities with rapid deployment

In many cases, Network Virtual Attendant can be deployed in as little as two weeks providing near-term business benefit and return on investment.

Details

Empower mobile workers

Quickly reach staff without having to utilize a paper directory, PDA, or pre-programmed contact list.

Uniform geographic representation

Connect with dispersed offices from a single inbound number.

No capital expense

Allow your company to invest in more profitable, revenue generating ventures.

No training

Once active, dial the directory access number and say the name of the individual or department you wish to reach.

"0" out to operator

When servicing multiple locations, callers are routed to their local office operator if the name or department cannot be found, based on the number they originally dialed.

Bilingual

The multi-language option supports English and Canadian French, allowing callers to select their preference.

Barge in

Power users or frequent callers can interrupt prompts for quicker service

Touch-tone

Callers more comfortable with traditional touch-tone routing can easily override the speech attendant.

Nicknames

Common nicknames recorded in the attendant allow "Robert" to be recognized as "Bob" or "Rob". Specific nicknames can be defined and utilized.

Keyword search

NVA supports individuals with the same name by referencing keywords. The caller identifies the person they wish to speak to using other criteria (i.e. Bill Smith in Sales vs. Bill Smith in Accounting?).

Front-end call integration

Designed for contact centres, the attendant qualifies callers by gathering information and passing the data through the call distribution system.

Release line trunking

The attendant utilizes the release line trunk feature in Rogers network to transfer calls without using two billable segments of the call, further reducing costs.

Web administration

System administrators easily manage the corporate directory and privileges via the Internet. Administrators can measure call-completion rate and call-detail records by the number dialed.

Import directory

To aid in populating the database, the attendant can import an existing corporate directory from any database application capable of exporting data.

To learn more or to set up a no obligation consultation, please email Darelle Mitchell at darelle@cellcomwireless.com