Nominated product: VSCC

Title: VSCC - VNPT Smart Contact Center

Category: Application Software

1. Introduction:
In an era where technology development is moving at a fast pace, especially
when the 4th industrial revolution is happening now, Technologies, smart devices with
internet connection has been accessible to more people. Customers are becoming more
wiser, demanding, and expecting higher service standards. In order to satisfy
customers, it is becoming more important and critical than ever for businesses to keep
customers’ loyalty and make the best of customer relationships. Along with the
advancement of telecommunications, VNPT Smart Contact Center of VSCC can be a
solution for businesses to handle those strategic requirements.
VSCC is a call center providing product and service support or information
enquiries from consumers via phone calls. Our customer service call center also make
calls to take a good care of customers, introduce new products or services, conduct
telephone surveys on customers’ opinion and market researches.
VSCC system is a relevant solution and chosen by many businesses thanks to
its benefits:
- Saving labor costs.
- Less time consuming.
- Advanced technology.
- Effective business operations.
- Multiple calls can be handled more easily
- Effective employee management, evaluation and monitoring.
- Quick access to customers’ information.
2. Main features of VSCC:
- IVR-Interactive Voice Response
This is a component that automatically feeds information to customers using
pre-recorded audio files, allowing customers to query some content without
having a conversation with a customer service staff.
- ACD-Automatic Call Distributor
The ACD system automatically allocates calls to the customer service staffs by
many different modes.
- CRM-Customer Relationship Management
This feature allows customer service staffs perform customer care activities
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o Customer service operations are recorded on an user-friendly and easy-

to-use interface.
o Personal information and call history is shown automatically once the
call is connected.
o Keep track of call history, relisten to recorded calls.
o Look up the list of missed calls and dropped calls.
o Look up the voicemail list.
- Eavesdropping
Allows the supervisor to listen to an ongoing call or directly join in the call.
- Call transfer
The system allows operators to call an operator or another branch to ask for
information, transfer the call completely or have a three party conference
conversation.
- Dynamic report making and managing
Allows customers to easily create reporting tables on the system in line with the
needs of each business.
- Scoring and evaluating
The system allows the manager to evaluate operators’ performance by scoring
calls in accordance with a set of evaluation criteria, helping the manager to
accurately evaluate the operator's capabilities.
- Dynamic scripting
Allows customers to create and adjust call scripts easily on the web interface
with just some drag and drop actions.
- Emergency response
For call centers with services that require 24/24 operation. The system allows
cross support during emergency situation between branches, sites, and groups
of operators, assisting flexibly switch, minimizing downtime.

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