VTX - Customer Service Module

The VTX-CS Customer Service Module gives the client total flexibility and accuracy in managing customer accounts. The web-based system’s nearly instantaneous speed of response to CSR queries significantly enhances staff productivity and increases customer satisfaction. CSR account maintenance actions are automatically tracked by the system and entered into account notes. In addition to providing a complete history of a customer’s account, automatic pre-scripted system notes shorten the average length of customer calls and further contribute to savings in required Call Center staff.

One of the most compelling features of the VTX system is its flexibility and integration with other systems. VTX can be integrated with ODBC-compliant systems including telephone systems and predictive dialers. This easy integration provides the system with the ability to use incoming caller ID information to search customer databases and locate the patron account prior to a representative answering the phone.

Pop-ups can be designed so that patron information is on the screen as soon as the phone is answered. Automated notes can be recorded within the patron account that a call was received with a timestamp, which eliminates the possibility that a CSR may forget to notate a call or may feel that a call was too insignificant to note.

Additional features include:

Multiple road and agency transaction data collection and reporting
Automated replenishment via credit card or ACH (electronic check) with multiple payment methods
Predefined letters and statements available for manual or batch delivery by mail or e-mail
Marketing campaigns via multiple contact methods
Fully integrated transponder inventory management