Call Center Software for Password / Voice Identification Computer Lock Down
Call center software for an agent's home computer security uses passwords and agent voiceprint verification. Additional call center software automatically locks down the agent's home computer while it's connected to the company's systems. This prevents printing of screens, copying, pasting functions, and limits internet access to authorized web sites. It also disables any USB connections and much more.
Interactive Voice Response Call Center Software
Call center software for call tracking allows calls to flow transparently through the hosted call center platform to the proper home agent. This call center software captures vital statistics which are pivotal in analyzing marketing campaigns and the overall call center strategy. A robust IVR can provide the inbound caller with dynamic pre-recorded messages prior to call transfer or while waiting in queue.
Call Center Software for ACD - Skill Based Routing
The most appropriate ACD call center software allocates incoming calls to home agents based on their training, experience and past performance. This increases first call resolutions, customer satisfaction and shortens call handle time. This call center software that allows home agents to take calls they handle best also increases morale and job satisfaction, which lowers employee turnover and improves performance.
Predictive Dialing Call Center Software
This call center software automatically dials multiple phone numbers simultaneously from company calling lists according to pre-established rules set by the individual company. This software screens out answering machines, busy signals, no answers, and disconnected phone numbers then routes the answered call to the next available agent as soon as the software detects a live voice. This enables agents to handle more calls thereby improving productivity, reducing costs and creating more revenue for the company.
Progressive Dialing Call Center Software
This call center software automatically selects the best phone number to call based on database information combined with pre-established business rules, and past contact history. The home agent's headset is live throughout the dialing so the home based agent can greet the contact the instant the phone is answered. This eliminates the wasted time agents often spend searching for and "pre-judging" (or "cherry picking") contact records based on name, location and other criteria, looking for those calls that are perceived to be the easiest or most comfortable.
Blended Call Handling Call Center Software
The call center software for blended call handling automatically launches outbound calls whenever wait time and home agent availability indicates low inbound call volume. As volume increases, the outbound call activity is reduced. This converts unproductive inbound wait time into productive outbound calling time.
Digitized Call Recording Call Center Software
This call center software digitally records the audio conversation of 100% of the calls placed by home agents. Each call is time stamped for easy retrieval from any authorized remote location.
Live Monitoring Call Center Software
This live monitoring call center software allows monitors to listen to any live call in real-time. All calls are listed on a single screen with pre-determined summary information. Calls that exceed the minimum criteria are highlighted and the monitor simply clicks on the name to listen to the call. The monitor can also silently speak with the agent or take control of the call to ensure that the customer's needs are met.
Speech Analytics Call Center Software
Speech analytics call center software quickly extracts meaningful intelligence from calls and helps management determine answers to questions to improve future performance.