Premium Service with the Operator Call Center

First-rate live operator support for telephone and web conferences distinguishes itself by offering high levels of reachability and efficient deployment of staff. Version 3 of our newly improved Operator Call Center (OCC3) now offers operators and OCC managers even more flexibility and all-round comfort.

Flexible Call Center Management - what's new in OCC client version 3

Providers of premium conferences need a first-rate conferencing service for their customers which includes powerful and efficient live operator support. Our Operator Call Center (OCC) combines the complete range of inbound call center functions with an integrated and easy-to-use audio panel for call control.

OCC client version 3 now provides live operators with even more functionality. The frontend is completely new and can be adapted to the individual needs of the operator. Server-side changes mean instantaneous mapping of all OCC processes is now possible - without delay - and hence allow the operator to react immediately to customer requests and participant needs. Questions in different languages can be processed quicker and participants can be easily added to, barred from or further connected to a conference.

Benefits of deploying new technologies

The new OCC client version 3 is based on Adobe® Flash® and Adobe® Flex®. We decided to use these technologies because of the following benefits they offer:

Their use only requires a browser with Adobe®-Flash® plug-in version 10 or higher. The Flex® application is executed in the Flash® player environment which means no further plug-ins are needed and the application can be executed on any operating system.

Downtime resulting from software updates (downtime due to deployment) is minimised as Flash® client updates neither require changes to the server nor subsequent reboot, and can be started automatically. In additional, Flex® uses a well-designed four stage security concept which effectively prevents illegal access to the conference system.

Maximum all-round comfort for operators

All windows, and hence operator screen functions, are integrated into a single browser window. Using drag&drop, operators can organise their windows as they wish and individually save the configurations.

There is no restriction on the number of CCPs (Conference Control Panels) an operator can have open at any one time which means simultaneous and efficient control of several conferences is possible.
The new OCC3 offers the operator multiple selection of objects, sorting, free configuration of rows and columns and easy-to-use filtering.

Platform with multi-client capability and distributed operator locations

Customers which have been set up in the system can be assigned their own ADC groups with teams and operators. The operators assigned to the customers carry out their job from distributed locations. This means, for example, a customer can be set up in Hungary with a team operating in its own native language. Distributed operator teams can be connected via PSTN or VoIP. Thanks to the web application (RIA = Rich Internet Application) a person's Windows PC or "call center" can be located anywhere in the world. This means, for example, special language zones can be set up in the area where the language is actually spoken.

Monitoring and quality management

Monitoring and quality management are essential for excellent quality of service. With functions such as recording, silent monitoring, on-line statistics and on-site coaching, OCC offers a powerful set of tools for systematically evaluating and improving the quality of consulting services.