VQ Series Overview

Call Design has designed and developed its own range of products, based on the Call Design trademarked brand, Voice Quality®. As call centres are still effectively dominated by voice systems, or systems that support voice, this new family of products focuses on bringing together technologies, processes and services into a tangible asset to improve the overall quality of call centres.

Voice Quality® : A sub-class of Speech that describes the Quality of Voice
These products aim to resolve integration and migration issues for call centres. Too often today, call centre technology is a set of proprietary islands unable to work together toward a common benefit to the business.The VQ series™ range of products aims to integrate products into real call centre solutions.

VQ Agent Desktop Adherence Displays®

An extension to Aspect eWFM Real Time Adherence, VQalert provides an agent level display of current and upcoming adherence on an individual basis. This means an individual agent can manage their own adherence without having to be managed by a team leader, leading to a better acceptance of the entire adherence process, as well as leading to better rosters with less physical agents staffed.

See the VQalert demo online by clicking here

Connecting Aspect eWFM to Genesys

• Genesys integration tied to T-server
• Every feature of eWFM can be utilised - Historical, RTA and Agent Productivity
• Single Systems Administration point - changes made to Genesys are automatically updated in eWFM
• Provides a tighter integration than eWFM has to AVAYA
  

A Self Improving Workforce Optimisation Quality Loop

• Consolidates the output of eWFM, Skills-based Routing, etalk Quality Management and eLearning into a single concept delivering quality improvements.
• This process has a bottleneck - eWFM and Skills-based routing require human administration, so the skills profile is often out of date
• VQeLearnUpdate™ is a real time skills database
• VQeLearnUpdate™ updates the agent skills profiles in eWFM and in Skills-based routing automatically and in real time to ensure the Work force Optimisation Quality Loop continues to Self Improve.

A methodology to migrate proprietary IVRs to Speech Rec. and VXML without a major re-write of existing applications

• Measure effectiveness of Speech Rec. at a fraction of the cost
• Allows a call centre to test user acceptance to Speech (to a controlled sample) as well as validating business case criteria without major expense
• DTMF interface remains for redundancy in case Speech fails and a roll over is required
• Move to a VXML VQmigrate™application rewrite only once the Speech Rec. business case is proven
• Move only those applications to Speech that benefit from a new inter face - many existing DTMF-based IVR applications need not change