The Masvoz Virtual Contact Centre, 2012 Tax Return tool

The Tax Agency is using the Virtual Contact Centre service developed by the telecommunications operator Masvoz for the 2012 Tax Return Campaign. Between 2 April and 1 July, 700 telephone agents will use this tool to answer taxpayer’s questions and clear up any doubts related to this tax assessment.

The Masvoz Virtual Contact Centre not only allows incoming calls to be managed (voice messages, routing, queues, call transfers, etc.), but also offers access to a wide range of value-added features that make it easier to monitor service quality (supervising agent activity, recording and online listening to calls in real time, and statistical reports, among other functions).

Although agents are spread around different contact centres located in several provinces, the service is managed in a unified manner from the Control Panel, a useful and intuitive tool that enables contact centre activity to be organised and managed independently, flexibly and in real time.

For this project, the Virtual Contact Centre has been integrated with the previous client management application, which demonstrates the great flexibility of Masvoz’s products. Furthermore, this whole project was developed in just 3 weeks.

The success of cloud-based solutions 

Masvoz develops advanced telephony solutions using ‘cloud’, a model that has proven its effectiveness and usefulness in call management in contact centres of different sizes and activity sectors. The main advantages of Masvoz solutions are cost reduction, speed and flexibility when starting up, security, and the simplicity of service management.