Focused on the Contact Center trinity of PEOPLE, PROCESS and TECHNOLOGY, VITEC, Inc is proud to provide you with a brief overview of our product suite…

Aspect:        

Aspect Software provides innovative, proven solutions that address the complex issues contact centers face today. Whether your contact center focuses on customer service, sales and telemarketing or collections, we help you implement and use technology as part of an overall customer interaction strategy. Our products feature open interaction architectures that support new and emerging technologies, such as Voice-over Internet Protocol (VoIP), while facilitating simplified integration. Dedicated to delivering solutions that produce real and measurable value for our customers, all Aspect Software products are backed by 24x7x365 customer support and a variety of customizable training and service offerings to enhance your contact center effectiveness.

AVST:                                       

AVST’s unified communications solution is the answer. It offers your company the most effective way to receive, send and manage messages of all types. Our flagship product, CallXpress, combines voice, fax and e-mail messages in one in-box and makes them accessible via telephone, wireless device or computer. Your employees don’t have to be in the office or logged onto a computer to access their e-mail — they can receive and respond to messages anywhere, anytime. That means customers aren’t left waiting, mobile workers are accessible, and urgent messages are available right away.

CallXpress increases productivity inside the office, too. CallXpress displays all voice, e-mail and fax messages together within their familiar e-mail inbox, making it easy to quickly prioritize and retrieve messages of all kinds. Employees spend less time managing messages and more time acting on them. Plus, simplified system administration and lower telephone charges reduce costs for your company.

CallXpress is extended by the CallXpress Speech Server. Seneca, the speech-enabled call management module, allows you use voice-activated commands to manage phone calls, e-mail and fax messages.

CallXpress offers higher productivity, lower operating costs, foolproof message delivery and improved customer satisfaction —it's the one solution that can meet and exceed the real demands of your business environment.

Cacti Call Recording:                 

Cacti FocusRecord™ provides your enterprise with a highly reliable server based recording solution. FocusRecord™ continuously records, archives, stores and provides high-speed access to thousands of hours of customer interactions. FocusRecord™ allows for multi-user access capabilities allowing playback of voice and screen sessions and real-time monitoring of any agent, by any number of supervisors. Simply stated, it records all transactions or conversations made by any agent or trader in the Contact Center .

FocusRecord™ is a non-proprietary, completely server based (Windows NT, 2000 and 2003) system and can support up to 192 individual channels or 8 T1s of recording on a single Voice Recording Server Module or more depending on requirements. Each FocusRecord server can optionally be fitted to perform as a single server recording platform supporting VoIP, analog, digital, and trunk side recording. As an added benefit FocusRecord™ also supports digital station taps with D-channel signaling support for unparallel integration to your existing system. FocusRecord™ provides you the ability for centralized archive recording using our intelligent mass storage module or other storage devices such as network storage, SAN, CD-ROM, DVD-RAM or Tape.

ObserveCTI - Selective/Intelligent Reporting

ObserveCTI™ automates the management process by providing your business a quality assurance tool, which provides business-driven, selective/intelligent voice and data recordings without the need for a proprietary voice logger. All recordings are categorized and stored for later playback directly from your PC, remote location, web or any touchtone telephone. Supervisors have access to multiple sites from their PC and can control auditing from a single location within the enterprise.

Captaris RightFax:        

Captaris RightFax is the proven market leader in electronic fax and document delivery software. It delivers the most reliable and robust solutions to integrate and automate the flow of a full range of fax, paper and electronic documents and data, enabling enterprises to achieve significant cost reductions.  By using a RightFax fax server, companies can securely and efficiently deliver business information from virtually any application via fax, email, print devices or over the Internet.

Human Dynamics:

Human Dynamics provides just-in-time knowledge DELIVERY systems that run along side a call center’s software applications and recognize the place the agent is in the business process, understands exactly what the agent is trying to do, and empowers the agent with the right information at just the right time to accomplish their task.

Monet Software:

People are at the core of every organization. The complex operational reality of contact centers -call distribution, business regulations, levels of satisfaction and service, agent skills and preferences are but a few of its many components- makes it very difficult to effectively manage your most important resource: your people. Workforce management is a powerful tool that allows you to develop and utilize your staff's full potential, so that you can mobilize their talents in relation to your customers. In fact, workforce management, is the key to leveraging staff into your organization's true customer ambassadors.

Planning, scheduling, managing and reporting

An intuitive, powerful, complete and proven software solution for workforce management. The evolution and strength lies in our ability to anticipate and understand our customers' needs. Helps you with the four fundamental dimensions of workforce management: planning and forecasting, scheduling, intraday management, and analysis and reporting.

Nexidia Enterprise Speech Intelligence:

Recorded audio from contact center interactions provides organizations with tremendous customer and market intelligence. Obtaining insight into this information asset allows forward-thinking organizations to integrate the customer voice into their business, enabling them to impact customer satisfaction, improve product offerings, reduce operational costs, identify and maximize revenue opportunities and ensure adherence to internally or externally regulated processes. Nexidia Enterprise Speech Intelligence 5.0 provides a scalable speech analytics solution enabling customers to extract actionable intelligence from these untapped assets. It is the most effective solution available to mine audio content and deliver relevant knowledge and intelligence to both commercial and government organizations.

Nuance SpeechAttendant:

SpeechAttendant is a complete speech-enabled auto attendant application that enables call routing for enterprises with up to 25,000 directory listings. SpeechAttendant improves customer service by routing calls immediately while eliminating time on hold, and saves organizations money by reducing attendant staffing requirements and the printing of directories.

The highly accurate speech recognition from Nuance in SpeechAttendant means that you can automatically greet and direct callers with all sorts of regional accents. The application is robust, fault-tolerant, and scalable to meet the needs of large organizations, and respond to inquiries 24 hours a day, 7 days a week.

OpenMethods:

Voice Self Service at OpenMethods means thorough research of your project and understanding your business objectives from the point of client discovery to full deployment and everything in between. We distinguish ourselves with our ability to ask the right questions up front, saving tedious and time-consuming rewrites too late in the process. Our unique ability to empathize with the user experience helps us to attain some of the best usability in the business from start to finish.

Several key technologies make up a VUI system - Only OpenMethods puts these technologies together in a way that meets both vendor and user needs. We are on the forefront of research in the fields of Natural Language, Concatenated Speech, Mixed-Initiative and Speak-Ahead systems. We don?t spend endless hours of your time theorizing what might work best, we keep abreast of research and can rapidly put a system in place to get real feedback from the users themselves.

Voxpilot:

The Voxpilot Open Media Platform is a distributed call control and VoiceXML-based media processing platform designed to enable rapid delivery of next generation interactive DTMF, speech, and multimedia services on a single platform. Employing a unique combination of advanced PSTN features with IMS-ready VoIP capabilities, the Voxpilot Open Media Platform is optimized both for the networks of today and also those of tomorrow.

Whether your aim is to offer high quality customer self-service, reduce operational costs, or generate new revenue streams, the Voxpilot Open Media Platform delivers proven robustness, flexibility, and scalability at a reasonable price.

Would you like to hear a speech recognition system demo?

Listen to DEMO #1  Listen to DEMO #2