HP eXchange Agent Inbound Voice Software

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 management information

Management

• Improved call center operations: HP eXchange Administration software provides multiple managementlevels 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, andpowerful reporting functions—including an extensive suite of predefined and custom reports—support timely decision making


Additional information

• Lower costs, increased revenue per agent: using supervisory monitoring as a training tool, agents can betaught 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


Technical features

• Position-in-queue announcements: informs callers of their position in the queue so they can better handle delays or considercontact options; position-in-queue announcements further help customers manage any unavoidable response delays and reduce the number of dropped calls


User productivity

• Improved customer interactions and satisfaction: for fast response to customer needs, inbound calls are efficiently routed to waiting agentsusing any combination of three algorithms (terminal, circular, and longestidle); to help ensure that all responses are from qualified, knowledgeableagents, callers are routed to one of up to 256 ACD groups that organizeagents around the needs of the business—by department, workgroup,and specialties (e.g., language, skills)

HP eXchange Agent Inbound Voice Software