Inbound Call Center

Voicent Inbound Contact Center Solution

Voicent's Inbound Call Center Solution helps you deliver professional, high quality customer service and caller experiences with state-of-the-art IVR phone menu systems, auto attendants, ACD and skills based routing, automatic CRM record popup, agent management tools, and much more.

Feature Overview

Voicent's 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