Outstanding features of VCC Live software


  • +26% increase successful calls


  • 30-70% cost saving


  • 10 min to learn


  • 99,99% service level agreement (SLA)


Contact your current and
potential customers quickly and easily.

VCC Live is a comprehensive business solution that provides investment-free
professional call center support to companies and institutions dealing with all kinds of
telephone activities. It’s the perfect solution for outsourced call centres, customer care centres,
financial institutions, telemarketing companies, debt collectors and market research firms.

Management functions


Project and database management
Effective project configuration and profit-and-loss statement option with optimal workforce distribution. Customizable database for each project. Option for MS Excel type of import and export.

User management
Different user rights, with easy creation and modification options.

Script management
Comprehensively structured forms, simple and effective questionnaires.

Quality control management
Individual rating system for every operator call, allowing for continual service improvement.


Fields of application


Managing outbound calls
Intelligent predictive dialer allows users to reach customers quickly and effectively. Large numbers of calls, automated email, SMS and more can be handled efficiently.

Managing inbound calls
Run a high-quality customer service with the help of our IVR, virtual queue, ACD and SBR features. All calls immediately routed to the most appropriate operator.

Managing inbound and outbound calls
VCC Live’s call distribution system, based on the relevant SLA, handles outbound and inbound call distribution in the most efficient way.


Contact Centre functions


Voice
High-quality digital VoIP lines ensure high customer satisfaction throughout business calls.

Email
Automated email based on the outcome of a call. COMING SOON, receive incoming emails!

SMS
Customised text message at the end of each call. Relevant customer data can automatically be included.


Conversation management


Voice recording
Conversations between operators and customers are recorded on separate voice tracks. Each voice track can be given an individual name, and can contain any call-related data.

Real time listening
Real-time call supervising, monitoring and joining in.

Voice file storage and download
Based on the file size, recorded conversations can be stored indefinitely, and can be downloaded at any time.

Voice archiving software
Recorded conversations can be downloaded and archived regularly with the help of separate software.


Telecommunication services


International lines and phone numbers
Thanks to VCC Live’s telecommunication services customers can use the system at a competitive rate, and can receive phone calls via local numbers in over 150 countries, vital for international customer services.

Toll-free, local rate, high rate numbers
Unique dialing prefixes

Number portability
With the help of number portability your company can be reached on the same numbers by your business partners and future clients.

SIP connectivity
Using SIP protocol, VCC Live’s system can be integrated with other PBXs and telecommunication providers.


Reports and statements


Monitoring operator activities
Customised reports with variable data and structures.

Real-time call statistics
Monitoring of outbound, inbound calls, calls in IVR or queues and also dialer status. All system activity is visible.

Detailed call logs
Customised reports, statistics and charts to help monitor calls. The most important data is displayed on wallboards.

Mass exports
Results of operator groups working in parallel on multiple projects can be extracted using mass export.


Integration


IVR API
Keys pressed (DTMF) by the caller during a call are transmitted to another (typically ERP or CRM) system, influencing the IVR.

Database API and Webhook
Once a call ends, call data, operator recorded data and call lists are automatically sent to another system using a REST-compatible API.

Script SDK
Complex questionnaires, up to 100 pages long, can be generated. Interface programming is available in JavaScript.

Web integration
All web-based ERP, CRM and other applications can easily be integrated with the operator interface in just a few seconds.


Data security and data protection


High-security data storage
All data is stored on multiple servers to prevent data loss. Data can be restored even if the storage device is damaged.

Encrypted communication
The system and stored data are protected by a regularly updated restrictive firewall. Communication between the software and the securly-guarded central system communication connection is encrypted (SIPTLS, sRTP, SSL).

Multi-level user right management
Clients can define precisely what kind of data can be accessed, by whom and from where. For sensitive data (customer data, voice recordings) a separate reporting interface is available, where access is recorded. Customised password regulations for all security levels can be created.

Physical protection
The hardware supporting VCC Live’s solution is located in a high-SLA and ISO 27001-certified T-Systems (Deutsche Telecom) Dataplex data centre, where physical protection is provided, together with a highly strict pass system, dry fire protection and closed-circuit video surveillance.


Technology, development


Cloud-based service
The main advantage of the cloud is that VCC Live, rather than customers, provides all hardware and software resources, as well as all telecommunication services. Customers can use it flexibly, on demand and instantaneously.

Unique development methodology
The focus of our business is our customers’ needs. Our development team uses Agile development methodology to rapidly satisfy all client expectations.

Development quality insurance
Our multi-stage testing methodology (automated, manual and stress) ensures that software errors are detected and corrected before release.

Service level
Thanks to our monitoring system, our service level is consistently high, providing customers with a continually stable service.


Minimal system requirements


Simple business hardware requirements

  • 1 GHz or faster 32-bit (x86) or 64-bit processor
  • 1 GB RAM
  • 100 MB free disk space


Windows, Linux

  • Windows Platform: Microsoft Windows XP/Vista/7/8.1/10
  • Linux Platform: Ubuntu 12.04, 14.04 (32/64bit)


Headset
For the best audio experience, a high-quality USB headset is needed.

Broadband internet connection
To ensure business-level quality while using VCC Live’s solution you need a stable internet connection with a minimum upload and download speed of 100kbit/sec per workstation.


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