Features: Inbound

Inbound

VoiceNet provides a full range of inbound call management capabilities, giving call centers everything they need to manage their calls effectively and efficiently. And, VoiceNet manages call distribution in virtually any call center environment, from a handful of agents in a single location to over a thousand agents in one location or spread across multiple locations.

VoiceNet includes basic call distribution methods as well as advanced skills-based routing to make sure that calls are handled by the right agents as quickly as possible. VoiceNet’s flexible and customizable skills management system allows for call centers to define their own skills that match best with the functions being performed – process experience, language, location, seniority, etc. – and also allows for that to be balanced against agent wait times between calls, too, giving the system and the call center the ultimate flexibility in determining where a call is routed.

VoiceNet customers see improvements in all areas of their inbound operations:

• First call resolution: Making sure the right agents are assigned to each call, coupled with VoiceNet’s best-in-class data accessibility and integration capabilities, means that agents get the job done right, the first time.
• Customer satisfaction: Coupled with VoiceNet’s included IVR functionality, customers never have to provide the same information multiple times, and agents always have all the information they need.
• Reporting and agent management: As with all aspects of the VoiceNet system, inbound call statistics are available in real-time to make sure call center management staff can appropriately address workforce management and have the optimal number of agents in each inbound queue at all time.
• Agent productivity: VoiceNet provides visual tools to managers/supervisors so that they can seamlessly move agents between inbound queues without requiring any effort by the agents, meaning agents focus on handling calls, not figuring out which queue they should be handling. And, since agents will receive calls for which they are optimally skilled, they will handle them quickly and accurately.