With call center-grade ACD queueing, IVR self-service, and a built-in CRM, delivering great customer service is easy and effective. Voicent’s Inbound Call Center Solution contains 4 key Voicent software products: Call Center Manager Software, Voicent CRM, Voicent IVR Studio, and the Agent Dashboard softphones. Feature Overview
Npath Inbound Contact Center solution contains all features of Call Center Manager, Voicent CRM, IVR Studio, and Agent Dashboard™.
Works on any Windows desktop or laptop
Phone conversation recording and call monitoring
Auto pacing call volume based on current drop rate, agent availability, and campaign statistics
Provides whisper coaching feature allowing live-call coaching that is inaudible to customers.
Real-time campaign, agent, and performance reports
Compliance for FTC’s limitations and requirements on Dropped-Call rate
Set line usage based on campaign and call parameters
Set ACD based on campaign and call parameters
Automatically direct line usage for maximum control
Create and manage automatic call distribution (ACD) plans
Match messages, campaigns and agents for maximum impact
Specify particular agents for specific call demographics
Dynamic Agent Scripts
Agent Dashboard Desktop Softphone
At-Home Agent Softphone
Professional greetings and self-service touchtone options
