DOTVOX’s Call Center solution provides a virtual platform for company supervisors and agents designed to optimize and strengthen business-to-customer relations. Used by companies big and small, our call center services allow businesses and organizations to gain greater control over their services methods — and ultimately their customers’ satisfaction.
Below we’ve highlighted a brief list of the top features included in our call center deployments.
Call Center Features List
INBOUND INTERACTIVE VOICE RESPONSE
An auto attendant feature can route callers to the most appropriate agent group, with different options for business hours and non-business hours.
AUTOMATIC CALL DISTRIBUTION (ACD)
An intelligent call distribution feature that can route incoming calls to the most appropriate, available agent or group as dependent on certain criteria — such as agent’s line state, availability setting, skill level, or call distribution algorithm.
CUSTOMIZED AUDIO AND VIDEO GREETINGS AND ANNOUNCEMENTS
Callers can receive customized greeting or announcements based on the dialed number when they reach the call center, while they wait in the queue, or when they’re transferred to another location.
CUSTOMIZED WHISPER ANNOUNCEMENTS
Agents attending to an ACD call are prompted with a customized whisper announcement before the call is connected, allowing customers to provide specific call instructions prior to the call being connected.
TIME AND SCHEDULE-BASED ROUTING
Incoming calls can be rerouted to a different location based on work hours and holidays.
Incoming calls can be rerouted based on specific criteria, including bounced calls, stranded calls, calls that have been queued too long, and calls reaching a call center with a high volume of already queued calls.
TEMPORARY FORCED ROUTING
Incoming calls can be rerouted based on temporary conditions that have caused a call center to be unavailable.
Outbound calls from agents can be associated with a call center to support outbound dialing campaigns.
AGENT AND SUPERVISOR CLIENTS
Call center agents and supervisors use a virtual client to facilitate system adjustments and call center services.
If no agents are available to receive the call, callers are queued and prompted with entrance announcement, music, or video on hold while periodic comfort messages are played.
QUEUED CALL PRIORITIZATION
Queued calls can be prioritized based on time spent in the queue.
An automated call answering system routes incoming calls to the desired party or station.
A set of stations can be logically grouped together so that incoming calls ring all phones simultaneously, or ring in sequence until answered.
Allows call center agents and administrators to record, store, organize, and access recordings of customer calls.
A thin client Telephony Attendant Console used by “front-of-house” receptionists or telephone attendants Iwho screen inbound calls for enterprises.
Call center supervisors can track current state and performance of call center agents and call queues.
Call center supervisors can monitor key performance indicators (KPIs), users can schedule reports, and system providers can customize the supports.
Call Center Benefits
In addition to the abundant call center features and functions, companies inherit an expansive, rich set of benefits from a DOTVOX solution. For both agents and supervisors, DOTVOX Call Center benefits include:
The call center can also accommodate mobile agents from their mobile devices.
Agents can log into a shared workstation and/or phone while maintaining their current user settings.
UNIFIED MESSAGING FOR VOICE, VIDEO, AND FAX
The call center supports voice messages, video messages, and fax messages.
Agents can bring supervisors into a call or other skilled agents within the organization.
Please call (888) 534-4955 or contact email@example.com to get in contact with a DOTVOX representative. If you’re curious how much a DOTVOX call center will cost your company, fill out the form here for a free quote.