Enterprise Call Center Case Studies

Many companies are discovering the benefits of using IP technology to service their customers, streamline and automate work flows and develop multi-channel strategies devoted to their customers. That is why the Velocity Call Center offers multiple benefits for companies across all business sectors including outbound call centers, outbound telemarketing companies, companies running advanced call center operations, medical call center operations, home based call center businesses and help desk call centers.

Airlines

With the Velocity Call Center applications, your customers will be able to access your company 24 x 7 through any medium. They may receive service via automated attendant (IVR), e-mail, chat or web in order to get information about flight arrivals and departures, award points or miles, or receive confirmation of flights.

Additionally, because your agents will have direct access in their desktops to customer information (screen pop-up) your company will achieve higher levels of service and your contact center will handle larger volumes of calls in less time.

Collections

The Nuxiba platform is the tool of choice for major collection outbound call centers. The Veloicy Call Center solution is the optimal solution for your collection center to achieve highest results, better database administration and a higher ROI.

Communication Media

Today, contests and 1-800 services are the latest business in radio, television and print media. That is why the Velocity Call Center is ideal for these companies since it allows for high volume call reception, fax transmission, and reception with automatic voice response, RadioVote and Televote opinion surveys with mass voice mail applications.

The Velocity Call Center lets you have complete information about your contact center activity. It generates report and statistics on the total amount of your contact center inbound calls per time or date, per agent, per campaign, per call rating, etc.

Education

Schools and universities use advanced communication systems to reduce costs and simplify administration, but they also use these systems to offer students access to information such as education programs, grades, information on groups and schedules, account statements, balances due or about to be due, to request financing, scholarships, employment offers, alumni donations, etc.

Financial Services

Stock brokerage companies and banking institutions can offer services through Contact Center advanced solutions for their customers to get information on exchange rates, balances, account activity, money transfers, and to buy stocks. This is obtained by various means such as automated attendant, e-mail, chat or web. Information and account statements can be sent by fax or e-mail so customers can back up information.

The Velocity Call Center allows your company to increase sales and collect overdue receivables by using predictive dialers to contact more customers. The outbound telemarketing software produces a high volume of calls, which are then transferred to agents when a person is reached. This prevents agents from losing time in dialing and getting a busy or unanswered line?

Your company can use the Velocity Call Center to carry out collections or advertising campaigns through prerecorded telephone messages with reminders on payment due dates or advertising messages for any of your company's products or services.

Government

Local governments use enterprise communication solutions to improve services provided to citizens at schools, city halls, districts, municipalities, treasuries, social services and medical centers, bringing the government and citizens closer.

The Velocity Call Center offers automatic voice response solutions to perform functions such as automated attendant and unified messaging voice mail. These provide citizens with information on real estate or personal property tax balances, procedures and services, government programs, and faxed messages. It also provides a highly effective and reliable system for handling a high call volume for complaints, crime reporting, and emergency services by automatically distributing inbound calls to available agents. You can also send prerecorded telephone messages, such as event reminders, and conduct surveys and opinion polls, thus producing a high and effective volume of calls at a lower cost and shorter time. Use the Velocity Call Center report module to generate reports and statistics to know your agents' productivity, total inbound and outbound calls, etc.

Hospitals

By their very nature, the work of hospitals and health centers requires high availability in a short time, greater attention to patients and family members and high satisfaction levels. This is why you need advanced communication systems such as the Velocity Call Center to manage and control the large amount of inbound calls coming into a medical call center and provide automated services to give information on balances, patient health condition and many other applications.

Hotels and Convention Centers

With the Velocity Call Center applications, hotels can offer their customers check-in and check-out reservation registration, optional services like room occupancy, meeting rooms, events, etc., as well as providing service online via chat or e-mail. You can also conduct welcome campaigns through prerecorded telephone messages, generate reports and statistics on all of your company's inbound and outbound calls, among other benefits.

Insurance

Insurance companies can improve telephone assistance and offer greater availability to their customers to provide information 24 hours a day through automated attendants in order to obtain real time information on their policy, medical and legal services, balances, etc.

The Velocity Call Center solutions help to provide quick and customized telephone assistance to your customers. This enables agents to efficiently increase the number of calls they can service since they can view calling customer's complete information and history on screen.

Your company can review its contact center activity using the Velocity Call Center report module to generate agent reports and productivity statistics as well as detail on your company's every inbound and outbound call.

Legal Industry

Law firms or loans and collections companies can use predictive dialers to increase their portfolio recovery and contact more customers. The dialers produce a high volume of calls, which are then transferred to agents when a person is reached. This prevents agents from losing time in dialing and getting a busy or unanswered line.

With the Velocity Call Center your company can conduct collection campaigns with prerecorded messages delivered via telephone as reminders of policies or due date announcements.

The Velocity Call Center offers mortgage companies automatic voice response solutions to provide information on balances due, balances coming due, accumulated points for any promotions, and to send out account statements by fax among others. With the Velocity Call Center predictive dialers, your company can produce a high volume of calls which are transferred to agents when a person is reached. This prevents agents from losing time in dialing and getting a busy or unanswered line. In addition, you can produce prerecorded telephone messages as reminders of balances due or coming due.

For receiving customer calls, the Velocity Call Center automates and automatically distributes calls to available agents, allowing them to view on screen the complete information on the calling customer. The powerful Velocity Call Center report module can generate reports and statistics on every inbound and outbound call in your contact center or call center and on your agents' productivity and service levels based on the complete, real-time information.

Small and Midsized Companies

Small and medium sized companies operate in many different verticals ranging from agriculture to construction, transportation, public services, trading, finance, insurance, real estate and services. However, all of them face the same challenges: continuing to be competitive, developing their business, and continuously improving the quality of services provided to their customers.

Medium and small companies need to use new information and communication technologies to develop their business presence and improve their interaction with customers and partners. This means they must take maximum advantage of the Velocity Call Center solutions to reduce costs, increase productivity and thus be more competitive thereby offering top quality telephone service.

The Velocity Call Center provides multiple automatic voice response advanced solutions to perform functions like automated attendant and voice mail. It also offers applications accessible over different media around the clock for customers to check on balances, inventories, products and promotions, to place orders, pay suppliers, send information by fax, and other functions. The Velocity Call Center allows you to handle all your company's inbound calls with prompt service and increase your agent productivity levels by enabling them to view complete calling customer information on screen.

Companies can create sales and/or collections campaigns using predictive dialers. These generate high volumes of calls, which are transferred to agents when a person is reached.

This prevents your agents from losing time in dialing and getting a busy or unanswered line. The dialer also permits mass delivery of prerecorded messages such as welcome messages or balance due or coming due reminders. The Velocity Call Center includes a module for generating reports and statistics on all your company's inbound and outbound calls, to know your agents' productivity levels, service levels, etc.

Small businesses can employ the Velocity Hosted Call Center platform to effectively manage a home based work force. Home based call centers cut costs by eliminating the need for expensive hardware, office space and onsite management. The administrative interface provides all the management, monitoring and reporting tools needed to run your dispersed call center employees.

Telephone Companies

The Velocity Call Center is ideal for telephone companies to deliver prerecorded telephone messages, including advertising. They can also use it for their collections campaigns with automatic dialers.

The Velocity Call Center can handle voice portal design, 1-800 contest applications, prepaid platforms, wireless e-mail and messaging system. You can use it to consult balance and transactional information, send, information by fax, generate reports on all your contact center activity and for many other IVR and ACD applications.

For further assistance or to start your VoIP Call Center service, please contact a Velocity Networks sales representative at 1-800-626-6515 or by clicking here.