Virtual Customer Interaction Centre (Virtual Branch) is a concept which enables the Organization to centralize the Branch users and distribute the work based on the skill, cost and availability of the resource.
It is created with the combination of various high-end-technology components (HW/SW).
It fulfills 80% - 90% of the work done by physical employee at Physical Branch.
This concept allows the customer to be received and served by devices based solutions requesting the customer to identify himself / herself by reading Emirates ID, ATM Card or any Smart/ magnetic stripe or RFID enabled card and identify him /her as customer or as a prospect and allow the customer to select the required service.
This concept allows the customer communicate to contact center agents who can help to conduct the necessary transactions or actions.
Agent can enable scanning / reading / editing documents, print barcode, print semi filled forms, etc. remotely and enable the customer to complete the process right from account creation to any transaction.
Advantages
- All the branches will not have peak volumes at the same time so the resources can be optimally used to handle the volume
- Agent performance can be monitored using online floor reports and wallboard (prebuilt adaptors for leading wallboard solutions)
- Support leading QM system (Voice, video and desktop screen of the agent and customer recorded
- Support voice recognition and voice biometric
- Prebuilt adaptor for Integrating with Leading Workforce management solution for resource planning.