Call Center Business Processes Enhanced with Voicent
February 13, 2013
By Jamie Epstein
, TMCnet Web Editor
Call center businesses are certainly responsible for a lot of tasks ranging from resolving customer issues and conducting a large amount of outbound calls to providing invaluable information from those who demand it in an efficient manner. Communication tools that can help these actions be completed with ease , which in turn drives customer satisfaction through the roof, are key to these environments.
Just today, Voicent unveiled version 8.6.0 of its offering that is now readily available for a trial basis on the company’s website. The revamped version of the call center business product is guaranteed to streamline operations, reduce costs and enable a client base to feel satisfied with the service they receive with its features such as IP-based PBX (News - Alert) systems, CRM and a brad new Rules Engine.
Not only do IP-based PBX and IVR solutions slash costs significantly by no longer requiring corporations to purchase unnecessary telephony equipment but they can then utilize capabilities to their advantage like auto-forwarding, hold music, multilingual voice prompts, auto attendants, and telephone menu systems.
Version 8.6.0 seamlessly integrates Voicent’s array of communication software including Call Center Manager, Call Center CRM, the phone, text message and e-mail broadcast suite, Flex PBX, IVR Studio, AutoReminder Appointment Reminder and all Voicent plug-ins and developer tools.
Call Center Manager is touted as assisting any company to adhere to stringent regulatory mandates while bringing the level of success of any given campaign to an unparalleled level. On the other hand, the Call Center Broadcast Suite for voice, text and e-mail is one comprehensive package that combines really everything a firm needs to deliver automated messages. Once this intuitive system is up and running, it can be left to work on its own and will only stop making calls during certain time periods if told to do so. It also can store touch-tone responses, which saves the agent the frustration of contacting people who aren’t interested in what they are trying to sell.
Additionally, the Voicent IVR Studio can be leveraged within all sorts of outbound campaigns and can also address questions from different consumers simultaneously and then update the customer database right after the call center employee hangs up the phone.
According to company officials, the newly added Managed service capability “allows users to exploit the advantages of cloud hosting, while retaining the considerable cost-savings from owning their own software. With Managed Service, Voicent will install and setup your software either on your own computers, or through cloud services, and then hand you the keys once everything is up and running smoothly. In the event of trouble, the call center business provider will be there to help you solve any problems that arise.”
As a way to keep call center teams on the same page, the customer relationship details provided by Voicent’s Call Center CRM software offers users a 360-degree view of the customer. It includes an adjustable customer database, opt-out management and management of call back requests as well.
Lastly, the new and improved Rules Engine function powers automatic call distribution (ACD) plans according to preset configurations and can even align chosen caller IDs with individual campaigns.
Voicent has been deeply rooted in the call center industry for over 10 years and truly understands the importance of making its entire portfolio fairly priced so even the most budget conscious smaller sized organization can gain access to it. As contact centers are implementing VoIP at a rapid pace these days, the company has been there from the very beginning to help them get the next-generation platform up and running with a high degree of both flexibility and scalability. Thus, as the call center business continues to expand, its software can grow right along with it.
Edited by Amanda Ciccatelli