The VoiceNet Contact Center Suite is made up of several components that cover the entirety of call center operations: Agent View, Management Portal, Telephony Manager, Script Design, and Monitoring. The system offers predictive, power, and preview dialing modes, as well as ACD and IVR. With dynamic scripting, agents can design screens, verify data, and rotate questions using flexible functionality designed to meet any requirement. VoiceNet offers enabled web services, telephony adapters, common software adapters, and custom integrations.
VoiceNet Key Features
- Automated Outbound Dialing – achieve higher call contact rates, faster connections, reduce non-productive agent time, and improve data accuracy.
- Automatic Call Distribution (ACD) – distribute inbound phone calls based on skill levels and availability to balance workloads, reduce hold times, and minimize abandoned calls.
- Flexible Licensing – with VoiceNet’s all-inclusive licensing, customers can easily expand or contract their agent seat count without paying a penalty and access all application features and functionality for one low price.
- Open and Scalable – each system module is open and accessible to allow real-time management of agent calling lists from actionable data whether the organization comprises 25 agents or 2,500.
- Dynamic agent scripting – create conversation scripts on the fly with just a few mouse clicks.
- Integration – quickly enable real time system-to-system data exchange to display enterprise data through Voicenet’s configurable dashboards, publish system and account alerts, and make informed business decisions.
Made my job easier!
Alison Meade, Agent, American Call Centers March 25, 2011 at 5:44 pm #I love VoiceNet’s virtual call center software because it makes autodialing and queuing so much easier than before. I work from home, and being able to access the software from my own personal computer is great, and it also helps me be more productive. The only thing I would say against it is that since I’m not a huge computer whiz, it isn’t as user friendly as it could be. Talking to some of my other off-site coworkers, they don’t seem to have as much problem getting around as I do sometimes, but I feel like if this is being marketed as a good solution for virtual call center agents, then you’d want it to be as easy to use as possible. In any case, I love VoiceNet’s software overall, and I’m glad my company is using it.