Better Customer Experiences, Better Operations with VContactCenter for Support and Service

The contact center can make or break customer relationships – you need to optimize each interaction to earn your customer’s business. Throw in tight margins, turnover, and the challenges of keeping all customers’ data segmented, and it’s clear that the right contact center CRM is crucial. VContactCenter includes all of the features you need to automate and strengthen your service interactions, deliver seamless consistent support based on proven business processes, and run an efficient operation. With VContactCenter, you can grow and change to meet new business challenges and opportunities. This contact center CRM is available for all environments – on-premise, via private cloud, or SaaS/public cloud.

We Have the Technology You Need to Help Your Support Operations
Grow Efficiently, Effectively, and Profitably

Workflow / Business Process Management

Build business processes to streamline operations, boost revenue, ensure consistency, and more.

Continually improve your service operations by creating new business processes, or by adjusting existing processes to adhere to best practices and enhance outcomes. The platform-layer technology of VContactCenter makes it easy for business users to quickly and easily customize the application, meaning you get results faster at less cost.

Build a library of workflow templates using drag-and-drop functionality and manage processes seamlessly across integrated applications. VContactCenter provides a conduit for total enterprise collaboration.

CRM for Support and Service

Take everyday request processing to the next level, with an application that grows with your business.

Today’s contact centers do more than process transactions and manage incidents – they drive revenue, build customer relationships, and capture valuable information. Customers expect every channel – from phone calls, chat, and email to self-help, forums, and social networking – to shape a cohesive picture of their needs; this information must be at the agent’s fingertips for fast, responsive service. With VContactCenter™ from Vertical Solutions, you can easily deploy your proven CRM support processes on a flexible, cloud-computing-based platform that enables a consistent, multi-channel approach.

Knowledge Management

Create and manage a powerful knowledge resource to support your team.

Use your own processes and parameters to build articles and customized knowledge bases, or integrate with external knowledge sources and communities. Use Wiki processes to format and tag, enable agents to rate articles, and manage versioning and editing for each document. Secure all information with customized permission levels for every system user type.

Agent Guidance & Tip Expert

Guide techs through data capture and service processes for consistent practices.

Get new techs up to speed quicker, and ensure consistent practices for the entire team with targeted guidance. Gather the right data during the request-taking process, build in cross-sell and up-sell opportunities, and provide pertinent information for next steps. Alert multi-faceted support (sites, business lines, etc.) organizations with real-time information regarding clients, business, products, and more.

Support & Services Contracts, Vendor Contracts, Warranty Maintenance

Support every contract in your portfolio, no matter how complex, for its full lifecycle from warranty through contract proposal, activation, and retirement.

Asset-based contracts, product-class based contracts, multiple draw-down types, integrated multi-tiered warranty management? No problem. VContactCenter handles them all with ease. Tightly integrated with service / support operations for automatic application of entitlements including SLAs, billing terms and coverage plans, providing a seamless transition from initial warranty entitlements to ongoing contract coverage.

VContactCenter’s Service Contracts accommodate periodic billing, remedial billing or a combination of both. Configure contract entitlements for every unique T&C, SLA response requirements, or any of a variety of criteria.

VContactCenter’s Vendor Contracts manages negotiated terms with third-party service providers and equipment suppliers/manufacturers to assure that equipment warranty claims are processed in a timely manner and that vendors are meeting defined SLAs at the right rates.

Reporting

Benchmark KPI’s, gain insight, and run your business better.

Out-of-the-box reporting, configurable dashboards based on security-driven roles, and other reporting functions are included within VContactCenter, View data and drill down into pertinent details. Like your existing reporting applications? VContactCenter supports Microsoft, Crystal, and Cognos, and other leading reporting technologies.

VSP Broker

Automate email flow and response.

Not every email needs personal attention – automate the processing and response with VSP Broker. Use the workflow engine to develop intuitive actions based on the “from” or “to” address, subject, body of the email, and more. Create or update records, initiate processes in VSP applications or any other application.

Applied Social for Service

Track vital information in real-time information.

Monitor public social channels to track customer information as it happens, build channels to track internal information within your environment – VContactCenter incorporates the latest private and public social technologies to enhance customer interactions, speed transactions, and build personalized communities. Follow information about companies, products, sales figures, and more to keep the entire team in the loop and up to speed.

Data Segmentation

Creating partitions of data is as easy as adding a new customer.

Today’s contact centers touch multiple business units and even multiple clients. While some business processes and databases can be shared among these various groups, most contact centers have complex data management needs that require segmentation.

VContactCenter offers a robust, innate data segmentation function that enables your contact center to create partitions of data. Whether your contact center requires multiple segments for individual clients, or data security for various business units, VContactCenter  offers an easy-to-implement and easy-to-manage data segmentation option.

Customer and Vendor Portals - MyServicePortal

Extend support and service insights to customers and vendors.

Your customers and partners work closely with you – with MyServicePortal, you can offer them an extranet portal to open, view, and update their service requests and review prior history. Order parts, review KPIs, search knowledge – create the views and enable the access you want to deliver, all within a secure system.