VoiceGate is a “Voice Recording platform” which provides Contact Center Solution (CCS). It acts as a unified platform that offers solutions for both in-bound and out-bound operations of existing or new contact centre business.
VoiceGate’s CCS is a standards-based and complete contact handling solution for contact centers that combines the call center communication systems like IVR and ACD to cater to a variety of process-driven call center applications such as customer support, financial services, utilities, telemarketing and sales, collections, healthcare, technical support, marketing research, consumer products industries, helpdesk, etc. As a unified platform, CCS delivers wide-ranging solutions like Automatic Caller Distribution, IVR Assistance, Call Queuing, Screen Pop-Up, Automatic Dialling, Voice Logger, Live Monitoring, Quality Monitoring, MIS Reporting, Customer Management, Optimum Utilization of manpower, etc. The extended abilities of automatic call distribution based on factors like policy-based call routing, Agent’s Most Idle Time, Campaign Level Call Queuing, and Supervised Call Transfer make VoiceGate’s CCS a one-of-its-kind solution for contact centers.
FEATURES
- Supports TDM, CTI and Database integration
- Facilitates server and client level administration for enterprise-level usability
- Unique user-level privileges for all users and agents to grant role-based access control
- Generates web and stand-alone reports for administrator and agent for business and agent evaluation
- Powerful agent training, monitoring and supervising tool; remarkably reduces costs by optimum utilization of workforce
- Enables contact centers to efficiently and effectively administer quality monitoring by thoroughly evaluating agent performance
- Distributes calls automatically on various factors like agent call status, extension status, caller input, campaign, department, language, most idle agent, policy, and skill-based routing
- Facilitates multiple campaign level call queuing with advanced features like queue message, expected wait time and queue number announcements
- Enables real-time, continuous, and on-demand recording of telephone conversations to cater to various call tapping requirements of an organization
BENEFITS
- Robust and Scalable solution
- Compatible and configurable with all types of EPABX
- Supports single window access to information that flows in and out of contact centers
- Flexible enough to customize the solution at every possible level to accommodate process owners, agents and supervisor’s specific preferences and expectations
- Automatic and manual recording of telephone conversations to cater to need-based recording requirements with utilities like backup and playing the file from the native application