The implementation process for VCC Live software typically involves several key steps designed to ensure a smooth transition and effective utilization of the platform. Here’s a detailed overview:
The entire implementation process can vary in duration depending on the complexity of the client’s requirements and the scale of customization needed. However, a typical implementation can take anywhere from a few weeks to a couple of months.
1. Customizable KPI Dashboard: VCC Live allows users to modify their KPI dashboard, enabling the addition of custom KPIs to track metrics that are most relevant to their business operations.
2. Management of Agent Schedules: The software provides tools for managing agent schedules with precision, ensuring that staffing aligns with call volume and business needs.
3. Custom Dispositions and Fields: Users can create custom dispositions and add new fields to the agent interface, allowing for the collection and analysis of data specific to their business requirements.
4. Integration Capabilities: VCC Live supports integration with a wide range of applications, including Salesforce, HubSpot, and Zapier, enhancing its functionality and allowing businesses to connect their contact center operations with other critical systems. Additionally, the software's latest integration with Looker Studio enhances BI capabilities, offering limitless potential for data visualization tailored to the user's needs.
5. Database API: The software provides a Database API that allows for real-time exchange of database information between the user's system and VCC Live, enabling synchronization with custom databases stored in CRM or any external application. This API supports HTTP GET, PUT, POST, and DELETE requests, facilitating a wide range of data interactions.
6. Customizable Communication Channels: VCC Live's omnichannel solution enables seamless communication across different channels, including voice, email, chat, and SMS. Users can switch between these channels according to their business needs, ensuring a cohesive customer experience
7. Telesales Solution Customization: The platform offers a telesales solution that can be customized to manage telesales campaigns and telco services effectively, with features like predictive dialer, A/B testing, and mass SMS.
8. No User Coding Required: The platform is fully customizable without the need for any user coding, making it accessible for businesses to tailor the software to their unique requirements without technical barriers.
VCC Live does not charge setup fees as part of its pricing structure, emphasizing a commitment to straightforward and accessible pricing for its clients. However, there are additional costs that clients should consider when using VCC Live:
1. Telecommunications Fees: These are charges related to phone services, which are necessary for the operation of the contact center.
2. SMS Fees: If the SMS functionalities of VCC Live are utilized, there will be charges associated with sending text messages.
3. Storage Costs: While the first 10GB of disk space is provided at no extra cost, additional storage is available for a fee.
4. Maintenance and Support: VCC Live offers excellent customer support and limited maintenance costs. The platform provides ongoing technical support and operational guidance through its team of specialists and Key Account Managers during the contract period.
VCC Live offers comprehensive training and support to new users, ensuring they can effectively utilize the software's features and capabilities.
1. VCC Live Academy: This online learning platform hosts video courses aimed at helping contact center leaders manage operations, increase agent productivity, and make the best use of cloud technology. The courses are designed to provide practical knowledge and are hosted by industry experts with extensive experience.
2. Step-by-Step Articles and Tutorials: The VCC Live Learning Center offers detailed articles and tutorials that guide new users on how to use the software's features. These resources cover everything from basic operations to advanced functionalities.
3. Support Options: VCC Live provides a variety of support options including email, phone, live support, and training. This ensures that users can get help whenever they need it, through the medium that is most convenient for them.
4. Real-Time Assistance: The software includes built-in chat functions that enable real-time communication and engagement with the support team, allowing for immediate assistance and problem-solving.
5. Customized Onboarding and Consulting Services: VCC Live offers personalized consulting services to help new users set up and optimize their use of the software. This includes assistance with system configuration, feature utilization, and workflow optimization.
6. Regular Updates and Information: Users receive regular emails and updates about new features, industry news, and tips for maximizing the software's potential. This ongoing education helps users stay informed and make the most of their investment.
1. ISO Certifications: VCC Live maintains UKAS-accredited ISO certifications, including ISO 27001:2013 for information security management systems (ISMS) and ISO 22301:2019 for business continuity management (BCM). These certifications ensure that VCC Live adheres to stringent standards for risk management, cyber-resilience, and operational excellence.
2. PCI DSS Compliance: The company complies with the Payment Card Industry Data Security Standard (PCI DSS), which involves policies and procedures to protect card transactions and prevent misuse of cardholders’ personal information. VCC Live has been PCI-certified since 2015, which is crucial for their over-the-phone card payment solutions.
3. GDPR Compliance: VCC Live ensures compliance with the General Data Protection Regulation (GDPR) through various measures, including transparent data processing agreements and privacy policies. This compliance is critical for the lawful processing and handling of personal data.
4. Software Composition Analysis (SCA): VCC Live conducts extended SCA to analyze third-party libraries and dependencies, as well as the robustness of their own written code. This helps in identifying and addressing vulnerabilities promptly, ensuring the software remains secure.
5. Separate Databases for Each Client: To enhance privacy and security, VCC Live maintains separate databases for each client, ensuring that access is limited and controlled. This provides an additional layer of protection and confidentiality.
6. Virtual Private Networks (VPNs): VPNs are used to safeguard communication among data centers and provide protected user access. This ensures that sensitive data remains secure and confidential during transit.
7. Encryption and Secure Networks: VCC Live Desk prioritizes data security by following industry-standard security measures such as encryption and secure networks, which are essential for protecting data against unauthorized access.
1. Easily Scale Up and Down: VCC Live allows organizations to easily scale their operations up or down in line with market demands. This capability is crucial for adapting to varying business volumes and ensures that resources are efficiently allocated based on current needs.
2. Use Data for Decision-Making: The software supports data-driven decision-making, enabling organizations to make informed staffing decisions and resource allocations. This helps in optimizing operational efficiency and responsiveness.
3. Cloud-Based Flexibility: Being a cloud-based solution, VCC Live offers high levels of scalability and flexibility, which are essential during periods of rapid growth or unexpected downturns. This cloud infrastructure supports scaling without the need for significant upfront investments in physical infrastructure.
4. Support for Seasonal Variations: The software's scalability features are particularly beneficial for handling seasonal variations in business volume, allowing for effective upscaling during peak periods and downscaling in off-peak times.
1. Maintenance Contract Renewal:
- For software packages represented by VCC, the maintenance contract is valid from the date of purchase, and customers are required to pay the maintenance fee for an entire year in advance.
- The renewal date for the maintenance contract is the same as the date of purchase, and the new maintenance contract is invoiced in the month before the renewal date.
- If a customer wishes to discontinue the yearly maintenance contract, they must send a written confirmation of this cancellation at least three months before the renewal date.
- If a customer has canceled their maintenance contract in the past and wishes to reactivate it, they will be charged 35% of the total maintenance contract value as an administration cost. Additionally, all maintenance fees from the contract year of cancellation up to and including the contract year of renewal need to be paid in full.
2. Order Cancellation:
- Once a customer has confirmed an order by signing and paying for it, the order cannot be canceled.
- If a customer has signed the order form but has not yet paid and wishes to cancel the order, they will be charged 20% of the total license value as administration costs.
3. Payment and Installation Terms for Existing Clients:
- A customer’s order is only placed at the supplier after signing the related contract(s) and the immediate payment of 70% of the invoice for the license value including the maintenance contract.
- The balance of 30% should be paid at the time of installation/delivery of the product.
- Installation is scheduled to take place within two weeks after the confirmation of the order, unless stated otherwise in the quotation.
These terms ensure that VCC-Live Software maintains a structured approach to contract management, focusing on clear guidelines for renewals and cancellations to help manage client expectations and financial commitments effectively.
1. PCI DSS Compliance: VCC Live maintains strict compliance with the Payment Card Industry Data Security Standard (PCI DSS). This standard is essential for call centers handling cardholder data, ensuring the protection of this sensitive information.
2. ISO Certifications: VCC Live seeks to attain relevant ISO certifications, including:
- ISO/IEC 27001: This is the international standard for information security management systems (ISMS), guiding the implementation of best practices and procedures for remaining compliant.
- ISO 22301: This standard focuses on business continuity management systems, ensuring that organizations can continue operating during and after a disruptive incident.
- ISO 18295: Specifically tailored for customer contact centers, this standard sets out requirements for providing a high level of service to customers.
3. GDPR Compliance: VCC Live develops and implements GDPR-compliant policies, establishing protocols for data subject requests and breaches. This includes identifying all processed personal data, creating a data flow map, appointing a Data Protection Officer (DPO), training employees, and conducting regular compliance assessments. GDPR compliance is crucial for protecting personal data and ensuring lawful processing within the European Union.
These compliance standards demonstrate VCC Live's commitment to maintaining the highest levels of security and compliance, thereby protecting customer data and ensuring regulatory adherence.
