VistaPoint Call Assist

Call Assist Overview

VistaPoint’s Call Assist is a powerful scripting tool that can be used to create intelligent call handling procedures for use by your agents and operators when handling calls. The Call Assist module will drastically reduce training and call handling times for both seasoned and new hires. Call Assist is an add-on module to the VistaPoint Enterprise suite of applications. When associated with a VistaPoint WebConsole, your operators will be alerted to an incoming call and be instantly presented with the appropriate script for that type of call. If it is a “first time” caller, we will prompt your operator to collect additional information from the caller.

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For organizations that are answering calls for multiple entities, the Call Assist script can be tailor-made to each client’s needs. Call Assist can display the correct form for that customer. Maybe your center is handling calls for a client and specific information needs to be logged with each call. As an administrator, you setup the call flow, design the script, validate the data source, and push the new form to the WebConsole. Uses include:

Answering Service

  • Called Number Identified client name displayed
  • Salutation for this client is displayed
  • Special call handling instructions are provided
  • Contact information displayed
  • Emergency procedures for Code Calls
  • User can insert comments specific to the call
  • Time and date stamp inserted into record

Higher Education

  • CallerID – captured and inserted into form
  • CallerID used to locate matching record (if no record – prompt for additional information)
  • Date and Time of call – automatically inserted into form
  • Extension processing call – automatically inserted into form
  • Nature of call (refund status inquiry, student hold status, etc.) – drop-down boxes with
  • predefined choices made available
  • Campus \ Department call transfer destination – drop-down box with predefined choices
  • Is caller a currently registered student? – option to choose yes or no
  • Campus and extension transfer destination or action taken if operator assisted
  • Insert follow-up notes – can be entered by Console user during or after call
  • Additional fields can be added as they are needed

Healthcare

  • Date of call – automatically inserted into form
  • Time of call – automatically inserted into form
  • CallerID – automatically inserted into form
  • Display name associated with CallerID – automatically pulled from database
  • On-Call Schedule – automatically pulled from database
  • Contact information – automatically pulled from database
  • Call handling instructions – automatically pulled from database
  • Extension processing call – automatically inserted into form
  • Call results – entered by user during or after call
  • Additional fields can be added as they are needed

Customer Service

  • Date of call – automatically inserted into form
  • Time of call – automatically inserted into form
  • Extension processing call – automatically inserted into form
  • Nature of call (requesting service, type of request, urgency, etc.) – drop-down box with predefined choices
  • Associate CallerID with customer name – automatically inserted into form
  • Is caller on a current support plan – option to choose yes or no
  • Disposition of Call – Transferred to support queue, voicemail, dispatched technician, etc.
  • Add follow-up notes – entered by user during or after call
  • Additional fields can be added as they are needed

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Call Assist will eliminate missed opportunities to collect the required data from callers. Call Assist can be used to display the correct procedure for each call type and will guide your staff through each step of the call, collecting the data in the order necessary.

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A button can be added to the Console’s toolbar to quickly view call activity. Since the information collected is being stored in an ODBC-compliant database, you can make use of any report generator to create custom reports.

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Cisco’s Jabber Guest can be used to support two-way audio/video calls between your website visitors and WebConsole. You customer simply clicks on a pre-configured button on your website. Cisco UCM sets up a bridge between the website caller and an available WebConsole user. If customer is using a webcam, a two-way video call is established, allowing for a personal touch with your customers. For additional information see here

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Your VistaPoint ACD operators/agents make use of our WebConsole to visually see each call they are processing. The WebConsole also includes a unique feature known as WebView. WebView can be used to access web pages when processing calls. For example an inbound customer service center could quickly open and track support tickets. The Phone Book can be used to quickly locate and transfer callers.

Web Console Features

  • Server-based solution – no desktop software needed
  • Dynamic Call List – displays active calls and all calls in queue
  • Handle multiple calls from multiple sources simultaneously
  • Real-Time BLF – see status of all devices (phone, Jabber, Lync, IPC)
  • Phone Book – links to UCM and Active Directory, ODBC, CSV files
  • Consoles can perform data dips to locate and display caller’s record(s)
  • WebConsole supports Cisco phone, Jabber, or IPC for audio/video calls
  • WebConsole includes WebView, which is used to access URLs
  • Setup Conference calls, Join calls, park and unpark calls etc.

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Ready to get started with the VistaPoint ACD Module?

Call 209-245-5500 x1103 or Contact Us

Want to learn more about the VistaPoint ACD module, including a full feature list and requirements? Visit the VistaPoint ACD Module Features page.