Inbound call center

Deliver High-Quality Caller Experiences

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
  • CRM Screen Popup and built-in CRM
  • Text to speech and Automated Speech Recognition
  • IVR Drag and Drop Phone Menu Builder
  • Voicemail, email integration, agents extensions
  • Music on hold and Virtual Receptionists
  • Skills-based routing, time-specific routing, priority routing, voicemail routing
  • Inbound phone satisfaction surveys