Components

Agent

Agent is an easy-to-use desktop interface for customer data entry and retrieval, scripted call guides, straightforward call controls, and easy disposition controls. VoiceNet Agent is a scriptable application used to manage agent interactions with callers, providing high-quality customer experience without requiring complex agent training.

Agent Toolbar

The Agent Toolbar application provides a graphical user interface to commonly used call control – go ready for calls, record, hold, transfer, conference, play message, etc. Toolbar can be used as a floating shell application that can be placed anywhere on the desktop or minimized to the system tray, or Toolbar can be embedded within virtually any application.

Management Portal

Accessible from anywhere you have an internet connection, the VoiceNet management portal provides a centralized way for call center managers and supervisors to configure campaigns, view performance reports, store and search for recorded calls and much more.

Telephony Manager

Telephony Manager is a straightforward desktop tool for managing inbound call queues and/or outbound call campaigns. Telephony Manager provides easy access to all of the configuration parameters needed to optimize telephony performance, including abandon rate optimization, answering machine detection mode, hold queue management, service level definition, and more.

Telephony Server

Telephony Server provides configuration control over the telephony aspects of call center network operations. Whether the center utilizes VoIP, traditional phone standards, or both, Telephony Server makes it easy to configure connections to Telcos and agents, both on-premise and remote.

Script Designer

Create call scripts, user interface dialogs and business logic that define live interactions between agents and customers.

Design call scripts quickly and easily—without relying on IT—with the VoiceNet Script Designer. Create scripts that provide sample text, fields, masking, and validation and implement into live campaigns.

Call Monitor

Call Monitor provides integrated agent supervision and monitoring that allows one or more supervisors to listen to live agent calls while also watching the agent's progress through the script. Monitor includes Coach and Monitor modes to allow discrete agent training or to facilitate live call supervisor assistance.