Blended Call Center

Voicent Blended Contact Center Solution

Voicent Blended Call Center is the robust, feature-rich solution for business who make outbound calls and handle inbound calls professionally and efficiently. This software helps you manage agents, route and transfer incoming calls, control call volumes and call flow, and see real time statistics.

Handle Inbound and Outbound Calls

With call center-grade predictive dialing, preview dialing, progressive dialing, click-to-call, a built-in CRM, delivering great caller experiences is easy and effective. Voicent's Outbound Call Center Solution contains 4 key Voicent software products: Call Center Manager Software, Voicent CRM, Voicent Predictive Dialer, and the Agent Dashboard softphones.

Feature Overview

Voicent's Blended Contact Center solution contains all features of Call Center Manager, Voicent CRM, IVR Studio, Predictive Dialer, and Agent Dashboard™.

  • Easy Outbound campaign management
  • 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
  • Predictive dialing, preview dialing, progressive dialing, manual dialing
  • 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