Call Center Software Features

Automated Outbound Dialing: Predictive Dialer, Auto Dialer, Power Dialer

VoiceNet's outbound dialing modes help your contact center achieve better contact rates, faster connects, reduced agent idle time, and improved data accuracy among other performance improvements. VoiceNet provides predictive, power and preview dialing modes.

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Scriptable Agent Desktop

VoiceNet provides a scriptable agent desktop that allows you to chose what the agent sees on the desktop: real-time call data, data from back-end systems, customer information, script text and hints and whatever else you want to make available to agents during live interactions with customers, prospects and partners.

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Computer Telephony Integration (CTI)

VoiceNet's integration enables unprecedented synchronization of telephone phone and customer data that empowers call center agents to offer better service and achieve higher levels of productivity. Screen pops display the critical information agents need to interact with customers.

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Interactive Voice Response (IVR)

VoiceNet's inbound IVR enables automated self-service to inbound callers, and outbound IVR promotes agentless calling and right party contact initiatives. Call centers that use IVR can expect greater agent productivity, improved service quality and significantly lower operations costs.

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Call Recording

VoiceNet's call recording feature provides a way for contact center managers to record calls and methods for storing, organizing and accessing recordings. Recordings can be saved in multiple file formats including .wav, .vox or .mp3 files, and can be searched by a variety of parameters.

Call Monitoring

VoiceNet's call monitoring feature ensures quality service and facilitates agent training. Coach and monitor modes allow supervisors to either listen-only or "whisper" instructions during live calls. Monitoring also provides a view of the agent's on-screen activities, providing an additional layer of visibility.

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Automatic Call Distributor (ACD)

VoiceNet's ACD intelligently and evenly distributes inbound telephone calls to call center agents based on their skill level and availability. The end result is improved productivity by distributing the workload evenly among call center agents and reducing hold queue times and abandoned calls.

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Support for multiple telephony standards

VoiceNet supports multiple telephony standards and can operate simultaneously with T-1, E-1, ISDN PRI, analog and VOIP connections.

Workforce Management

VoiceNet provides management with the tools necessary to monitor and evaluate workforce performance such as determining call levels and customer service levels.

Reporting

VoiceNet's web-based reporting portal provides a call center management team with access to comprehensive data associated with inbound and outbound call campaigns and agent activities. Users can analyze pre-built reports or create their own in a matter of minutes through a web browser.

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