New Product Release: Call Center Manager

Voicent has introduced a new software product to help Call Centers comply with regulatory requirements, maintain efficient use of resources and provide fast, highly effective training for new agents. Voicent’s new Call Center Manager provides automated monitoring of workloads and management of threshold limits to meet limits on U.S. Federal Trade Commission-regulated dropped-call rates. In addition to regulatory compliance benefits, Voicent’s Call Center Manager provides easy call monitoring, recording, and a special “whisper coaching” capability that greatly speeds the training of new call center agents. The software also provides real-time and historical statistical tracking and reporting to monitor and manage the efficient use of call center resources, and productivity of campaigns.

Call Center Manager is designed as an optional management tool for Voicent’s powerful AgentDialer predictive dialer software, or Voicent’s popular auto-dialer product, BroadcastByPhone. Among the key features of Call Center Manager:

• Monitors workloads then automatically adjusts outbound dialing pace to reduce dropped calls caused by reaching more live callers than agents available to handle them
• “Whisper coaching” feature enables supervisors to provide live-call feedback to new agents that’s inaudible to customers
• Real-time and historical statistical tracking of call center resources and campaign productivity
• Easy call monitoring and recording
• Works with AgentDialer predictive dialer or BroadcastByPhone auto-dialer software