vCONNECT is easily installed and operates from the Windows system tray, it is primarily designed to handle functionality that requires the software to be present on the user’s PC. However, the software is easy to install and requires very little configuration in order for it to operate correctly.
With the ‘Click to Dial’ feature you can highlight a number and dial anywhere and at the same time disable recording while discussing sensitive details by using the ‘Pause & Resume’ function on the screen.
vCONNECT has multiple extended features, that include; screen popping and wallboard alerts, this allows the user to automate CRM access when a call arrives and to receive call centre threshold alerts from the Wallboard.
If you make or receive multiple calls on a daily basis, vCONNECT can help to improve your performance by automating repetitive tasks and providing you with quicker access to the information you need. With a comprehensive feature set, vCONNECT is simple to use and non-intrusive, which means that users can focus on the tasks while vCONNECT quietly works behind the scenes.
Click To Dial
The ‘click to dial’ feature provides the ability to make a call directly from your PC screen. To make a call, simply highlight your chosen number and use the floating dial button or personalised control keys (such as CTRL+ F12) to begin dialling. The floating dial button can be positioned anywhere on your desktop, or if you prefer to use the control keys, the dial button can be hidden from view.
The product does not discriminate against any software application, which means you can highlight and dial a number from anywhere on screen. This includes email signatures, CRM records, websites, word documents, outlook, spreadsheets and much more. If required the software can even add an external dial prefix.
As mentioned above the product is hugely flexible. However, some users may prefer a static dial button within their chosen CRM. This can also be facilitated using vCONNECT. To achieve this we can supply the appropriate commands which your CRM developers can then use to instruct vCONNECT in to make a call.
Pause and Resume
Pause & Resume comes as standard with the vCONNECT product and extends the functionality of our recording solutions, by allowing the user to disable recording while discussing sensitive information, such as credit card numbers.. However, when used in conjunction with vCONNECT, the user can also search recordings directly by using the embeded search option.
NOTE: For more information on the Pause & Resume functionality, please refer to vRECORD.
When a call arrives, it’s nice to know who’s calling and it’s likely that you will need to access their details. vCONNECT can offer both of these features and more by communicating directly with your chosen CRM.
When a call arrives, vCONNECT will identify the caller’s number and display their contact details in a non-intrusive mini task window or push the full CRM contact record to the users PC screen. If the user chooses to display the mini task window, the full CRM record can be opened when required by simply clicking on the contacts name,
However, if the caller is deemed to be a new contact, the user can create a new CRM entry by simply clicking the ‘add new contact’ button. This will open a new blank CRM record ready for the user to enter the callers details.
vCONNECT also considers the formats that you may use when entering contact numbers into your CRM. Some users may include brackets around the area code while others may not. vCONNECT combats this by providing the user with a masking feature which instructs the software on the formats to be used when searching for a contact record. It is possible to include multiple masks so that vCONNECT can search using multiple formats.
Under some circumstances, it is possible that multiple contacts will contain the same number. When this happens, vCONNECT will display all the matching records and allow the user can select the appropriate contact.
Once the appropriate contact has been selected, the mini task window will be displayed as normal and the user can then display the full CRM contact record at their leisure.
Which CRM’s are Available
vCONNECT has been designed to work with any CRM that exposes third-party integration via API’s or SDK’s. The product has already been integrated with many off the shelf CRM solutions, however, if vCONNECT has not yet been integrated with the CRM of your choice, we will often offer the integration free of charge (provided the CRM is a standard package)
It is also possible to integrate the product with bespoke contact solutions that have been developed in-house. However, this will be offered as an additional service and is dependent on us being able to communicate with the developers to supply the correct functionality.
Being present on the users desktop allows vCONNECT to both interact and receive live alerts from other products. This allows the user to continue working whilst also receiving up to date inftormation and being prompted about any potential issues that they may need to deal with.
One such feature that lends itself nicely to vCONNECT is our wallboard solution which will send alerts to vCONNECT when specific thresholds are broken. When this happens, vCONNECT will display a non-intrusive alert via the mini-task window, showing the queue details, statistic and current value of the threshold which triggered the alert. If required, the user can then open the wallboard directly from their browser by clicking the link supplied with the alerting message.
In addition, it is also possible to specify which queues & statistics should generate alerts via vCONNECT. This is useful when the user only wants to monitor specific thresholds, finally, if required, the user can also configure the software to immediately open the wallboard rather than displaying the mini-task window.