Components: Blending

Blending

Because VoiceNet is a complete call center suite, providing capabilities for both inbound and outbound call management, it is easy to create and manage blended environments with agents seamlessly moving between campaigns and queues to give the center the highest level of flexibility and efficiency. Managers and supervisors no longer have to “walk the aisles” of the center telling agents to move themselves from one project to another, and agents stay as productive as possible. And, VoiceNet offers both manual and automated tools for making a blended environment possible.

VoiceNet’s built-in “recruiting” mechanism allows call center managers to define the service levels associated with inbound campaigns – hold times, calls waiting, etc. – and then VoiceNet can automatically measure those service levels in real-time and “recruit” agents out of outbound campaigns to help meet the needs of the inbound queue. Once the service levels are again being met, VoiceNet will put agents back into their original campaign automatically. This entire process is transparent to agents, happens in real-time, and maximizes efficiency.

Alternatively, managers/supervisors can also use VoiceNet’s agent management tool to move agents however they want through a graphical interface. This allows the management staff to plan ahead or to react on-the-fly to put agents where they want them at precisely the time they want them to be there. Even agents currently engaged on a call can be tagged to move immediately once the current call is completed or at a later specific date and time. Coupled with the automated recruiting mechanism, this agent movement capability gives call center managers everything they need to create the most efficient blended environment.

Even when VoiceNet is not providing both the inbound and outbound call management for the entire center, its open real-time architecture makes it easy to integrate and interoperate with other systems to create a blended environment. Many VoiceNet customers have blended centers with multiple technologies and VoiceNet’s ability to “play nicely with others” makes it easy for them to manage agents, even between completely different systems.