The HP eXchange Software for VCX solutions offers sophisticated call handling capabilities to help businesses take control of their day-to-day operations and the strategic direction of their call centers. The call center software not only improves visibility of vital key statistics, but also protects and improves revenue by reducing the number of dropped calls in queue, decreasing average wait times, and letting supervisors fine-tune staffing to align with the demands of inbound traffic.
The application empowers agents by providing timely access to relevant information so they can respond more quickly to customer requests. And as customer calls are answered faster by skilled, well-informed agents, organizations can promote customer loyalty. The base package includes the eXchange Engine for establishing call routing rules, eXchange Administration for creating call center profiles and parameters, and eXchange Visor for supervising the center and generating.
Improved call center operations
HP eXchange Administration software provides multiple management levels and access rights to help supervisors monitor and control call center performance; real-time graphical displays of critical information, such as agent/group states, hold times and queue management statistics, and powerful reporting functions - including an extensive suite of predefined and custom reports - support timely decision making.
Lower costs, increased revenue per agent
Using supervisory monitoring as a training tool, agents can be taught as they work; relevant learning experiences decrease training time and increase effectiveness; in addition, statistics culled from real-time data produce actionable intelligence, helping managers better deploy agents, removing or adding them to a shift as needed; hold times are also reduced, leading to increased call completions and, by extension, greater captured revenue.
Informs callers of their position in the queue so they can better handle delays or consider contact options; position-in-queue announcements further help customers manage any unavoidable response delays and reduce the number of dropped calls.
Improved customer interactions and satisfaction
For fast response to customer needs, inbound calls are efficiently routed to waiting agents using any combination of three algorithms (terminal, circular, and longest idle); to help ensure that all responses are from qualified, knowledgeable agents, callers are routed to one of up to 256 ACD groups that organize agents around the needs of the business - by department, workgroup, and specialties (e.g., language, skills).
Increased agent productivity
Call center workers have an intuitive, on-screen toolbar with the Windows-based HP eXchange Agent that administrators can customize to include most frequently used features; because minimal screen space is required by the application, agents can simultaneously view multiple PC applications, including tools such as CRM, that are native to the call center.
Desktop applicationsProduct Highlights
Increase productivity by allowing agents to easily continue performing logins/logouts and release and resume functions directly from their PC desktops; optional HP Agent Board software enables real-time messages to be displayed on a PC screen so that agents can gather vital statistics without looking away from their computer monitors.
- Feature-rich call center solution
- Improved customer interaction and satisfaction