Wittel

COLLABORATION CENTER

For customer care services or during active sales campaigns, the differential of value of a company or service can be obtained by a higher individual productivity according to the profile of each attendant, as well as by the quality of interactions perceived by customers. This value is sustained by an optimized administration of processes supported by the best technologies.

Wittel can contribute to achievement of communications that satisfies a company's objectives as well as the customer' objectives, offering a wide portfolio of solutions and services available for this purpose. Based on a business analysis of each company and of each type of service provided, Wittel can offer an implementation of a data, voice and image communication infrastructure through the full integration of a collaboration center.

Together with renowned partners of technology leaders in the market, Wittel allows companies to use communication technologies as a competitive advantage, helping in the achievement of business innovating.

Wittel Collaborarion Center solutions include:

VoicePortal

With the assistance customized trend, old IVR models are undergoing significant changes. The traditional voice and data integration model has changed to voice and internet integration, the voice tree model with extensive menus and sub-menus is changing to modern business rule methods.

Service Oriented Architecture (SOA) became a significant ally in the receptive assistance processes in the Contact Centers. With them we can aggregate new assistance and self assistance services, without the need to create complex components and that demanded a development time not always compatible with the business and market need.

Through a detailed advisory process and with the expertise of our professional service team as well as, with the use of technology provided by leading globally renowned companies in this segment, Wittel offers a wide range of solutions for voice self-assistance in modern voice portals with SIP technology and integration of intelligent networks and complex application servers.

The services offered include integration with Voice Recognition servers, Text to Speech servers, and with several types of legacy systems (data repositories, WebServices, MainFrames). Also provided is availability of dynamic menus, humanization of voice tree and humanization of electronic assistance.

Multimedia Routing

More and more organizations expect that Contact Centers become a profitable operation, reducing operational costs and aiming the needs and expectations of business areas. The major challenge is how to satisfy all these needs, which incluide increasing productivity, agents' satisfaction, revenues and customers' loyalty.

With the integration of computing systems with telephony systems, (CTI) and its power to manage contacts through several types of assistance media and functions (intelligent routing, blending - inbound and outbound, workforce management, Contact Center webmedia - e-mail and chat, unified reports, among others) flexibility of integrations and with high scalability, it is possible to satisfy the requirements of a flexible and agile organization, that fits in real time with market needs.

The receptive assistance process should have the least amount of up time as possible. The optimized assistance time means economy in resources for operation, business opportunities for the company and most importanty, customer' satisfaction.

Two key concepts are important to achieve this objective: Synchronized transfer of screen with identification data and client needs Intelligent routing to representatives that have the correct qualification for the assistance required by the client.

Integrated Social Networks

The way that business is carried out is constanty changing. The way that companies, professionals and individuals are connected is changing too. Conventional contacts between customers and available the company communication channels are being replaced day by day by new collaborative interactions.

Collaboration is bringing a new phase of business growth, innovation and productivity as well as, higher degress of complexity to business. Nowadays, social networks are a reality and are more and more a part of the organizational environment. The challenge resides in exploration of this huge information repository on what the clients are thinking, doing and how they are planning their actions.

The Wittel Collaboration Solutions, the companies can reinforce their presence and image before their clients, maintain a nearer contact and analyze the behavioral trends that affect the way that customers get in contact and do business with the company.

Outbound Contact Center

The ability to contact the customer at the right time through the most adequate channel and in a manner as to optimize the use of existing communication resources can become a differentiating factor for specific companies.

The objective of communication between the company and the customer is to provide an action that aggregates value to both parties. For example, in a sales process through active campaigns, the final objective is to execute a transaction in which the customer receives a product or service that brings a benefit, generating value for the company. The technology can help in this process in several ways, for example, automating the dialing process so that the agent responsible for the sale can maximize his or her time to effectively communicate with the client. All the other phases inherent to a telephone call such as the choice of the best time to make contact, the time spent in dialing, the waiting time until the call is answered, checking if it was attended by a voice mail can be made in an automated manner. This allows the human attendant to dedicate himself to the activity that only he or she can execute when, interacting with the client.

For cases in which a simple delivery of a message is sufficient, technology can also automate the process. In a credit receipt optimization process, for example, an automated system can dial the customer notifying due date of payment. In addition to voice, in this case, it is also possible to use another communication channel, such as the SMS.

Wittel can provide this type of solution which enables companies to contact their clients in the best manner while optimizing resources.

Unified Contact Center

With Unified Communication solutions that aggregate mobility and agility to the assistance, and solutions covering management of interactions with clients in several media, such as voice, web, chat and email resources as well as integration with social networks or through video, in a true Collaboration Center, Wittel offers consistent solutions that satisfy the most different business needs of its clients.

Telepresence

To thrive in today's economy, companies are experiencing a differentiated relationship level, where their professionals need to cooperate with colleagues, partners and customers at any time, and guide their business to improve the quality of their relationships.

In the past, building up and maintenance of critical business relationships meant high investments to maintain a face to face relationship. This led to challenges to increasing productivity levels imposed on the professionals, added to the time spent in travels, waiting time in airports and traffic conditions in general.

With Telepresence solutions, Wittel offers a way to create a face to face communication experience through networks and maximizes cooperation between companies and individuals.

The Telepresence solution is very simple and can be scheduled with the same efficiency as a meeting room is reserved by the email manager. Having the latest available audio and video resources, individuals appear in real size, just as they would in person, allowing integration of collaboration resources and video-conference systems that can be included as participants in Telepresence rooms.

Voice and Data Corporate Networks

Reliability, critical data and voice communication networks are among the main requirements of the companies as related to their infrastructure.

Wittel offers solutions for Voice and Data Corporate Networks, promoting convergence of technologies in a safe, reliable and resilient manner, so that the customers can concentrate their attention to business and not to concerns with service technical requirements.

With the latest generation products and highly qualified professional services, Wittel develops voice and data communication network projects, trading of products and implementation services to satisfy the performance, scalability and security needs of the corporate network of companies of all sizes and markets.

Wittel believes that a data and voice corporate network is the sustentation for all the services and applications a the corporations should run, with no failure in performance and with a security that allows your company to leverage new business opportunities.