Call Center Business Gets a Boost with VoIP Solutions
December 05, 2012
By Susan J. Campbell
, TMCnet Contributing Editor
Like every other business operation, the call center is being required to do more, do it better and do it for less money. The difference is that the call center is largely succeeding while other business operations struggle with the “do more with less” riddle.
Technology—specifically Voice Over Internet (VoIP) software advances—has provided the greatest boost, not only enabling significant cost reductions, but enabling the call center to evolve into sophisticated, feature-rich, multi-channel communication hubs that transcend their old cost-center role to become engines of revenue generation and customer satisfaction..
Voicent Communications, based in Mountain View, Calif., has been developing VoIP solutions for more than a decade. The company has successfully targeted small- to mid-sized businesses, including nonprofit organizations and faith communities, to buy its affordable, easy-to-use, automated communication software.
For the past few years, however, Voicent’s solutions have been making waves in the call center business space, acknowledging that, thanks to the power of the technology, small- to mid-sized businesses need to be prepared to handle national or even global business scale if their business model calls for it.
Voicent Director of Marketing Jerry Scharf puts it this way: “We realized that the growth potential our clients were getting required product scaling that could keep up with that growth. So, we implemented design changes that dramatically increased the call-volume capabilities of our software, and introduced sophisticated Call Center Manager solutions to help businesses keep abreast of the increased volume, its revenue opportunities and risk.”
Today, Voicent software for the Call Center Business can be run on single-line operations, then quickly and easily scale up to the ability to run several thousand simultaneous calls.
The company achieved what it refers to as a new level of sophistication, with the addition of its Call Center Rules Engine. This new innovation is designed to enable automated and granular control of the call center operations to ensure maximum effectiveness and efficiency.
According to this Voicent press release, this latest addition has been positioned as an add-on for the Voicent Call Center Manager software.
Designed specifically for call center managers seeking a higher degree of control, the Voicent Call Center Rules Engine enhances the call center business by allowing more disciplined resource usage. Managers gain greater control over call distribution and how messages, lines and call center agents are used. Rules are easily set and can be followed in a disciplined and automatic method to ensure a complete transaction without human intervention.
The call center business can use the Voicent Call Center Rules Engines to dedicate a specific line resource for particular customers, campaigns, cloud hosting or other uses; create and manage plans for Automatic Call Distribution (ACD) plans that will route callers to specific agents according to language, sales history, location or other related factors; manage the total line usage according to preferred SIP or VoIP providers, campaign requirements, particular calls, licensing restrictions and other parameters.
Automated processes that can minimize cost and maximize profits enable organizations to apply extraordinarily rigorous discipline. In addition to sophisticated automation, Voicent’s Call Center Rules Engine also delivers streamlined simplicity and ease-of-use, furthering its ability to bring cost savings and competitive advantages to Voicent customers.
By automatically directing line usage, the Call Center Rules Engine also allows the user to ensure specific Caller ID signatures are applied to specific campaigns; that preferred SIP vendors can be selected for campaigns or other uses; and that line resources are effectively managed for cloud hosting clients. Rules can be added or changed without having to re-launch the call center software.
When Voicent, earlier this year, unveiled its Call Center Manager, it directed attention to the Call Center Business need for easy call monitoring, agent training and automated compliance with the U.S. Federal Trade Commission Telemarketing Sales Rules (TSR (News - Alert)).
Offered as an optional management tool for its AgentDialer predictive dialer software and BroadcastByPhone auto dialer software, Voicent’s Call Center Manager ensures the monitoring of workloads within the call center business. It automatically adjusts the outbound dialing pace to ensure a reduction in dropped calls, provides a whisper coaching feature to assist in agent training, delivers historical and real-time tracking for all campaign productivity and call center resources, ensures easy call recording and monitoring and can be downloaded and setup within 20 minutes.
The evolution within the call center business today demands close attention to solutions and processes that streamline activities and keep everyone focused on the higher purpose. With Voicent, that focus on the quality interaction is assured.
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Edited by Jamie Epstein