SpeechVox Interaction Center

SpeechVox Interaction Center is a customer interaction communications platform that enables businesses to integrate voice and data communications into a unified architecture that gives small and medium-sized businesses (SMBs) the power and flexibility to grow business more effectively.

Features and Benefits

Unified Desktops

All business applications, contact center tools, tasks and channels of communication are presented within one console.

Workflow Automation

By streamlining and automating processes that span multiple applications, the agent can spend more time focusing on solving the customer's problems and less time struggling with navigating and deciphering complex business applications.

SoftPhone

Provides agents with call control features that allow agents to control telephony functions such as answer, hold, transfer, and conference from within a desktop application.

Single Sign On

Sophisticated single sign-on capability, which enables an administrator to centrally store passwords for all users and their business applications, eliminating the need to remember and type various IDs and passwords.

Skills-based routing

Deliver calls to the right agent for the call and provide immediate screen pops with the scripts and data agents need to optimize the effectiveness of the interaction.

Single view of the Customer

"Single view" of the customer or 360o view of call data & customer data. It provides a single point of access to all the mission-critical business applications & call center tools required by the agent to effectively complete a customer interaction
. without modifying or replacing any existing business systems
. without having to navigate a maze of screens
. without wasting valuable time navigating several applications

Universal Agent Desktop

The appearance, arrangement and navigation of the data can adapt based on the specific function the agent is performing.

Fully integrated CIM suite

Launch robust inbound, outbound, agent-free, and blended campaigns, all from a single solution.

Agent Desktop Presenter

Utility to empower each agent, if desired, to change the color, font, and layout of the desktop to fit personal tastes.

Alert Manager

Notifies supervisors or managers when certain activities have occurred, or when limits or standards have been exceeded. It also communicates to agent on critical information about customers, before and during the interaction.

Dynamic Script Handler

Automatic navigation through application feature allows agents to spend less time focusing on systems and more time engaging customers in meaningful, valuable conversations.

Agent Helper

It provides agent with all the information needed to make the best product or service recommendation. It helps to increase agent productivity.

Performance Manager

Monitors agent activity in real time and notify supervisors when regulatory procedures have not been followed, or when thresholds have been exceeded.

Call routing based on Call History

Routes calls can based on customer history, if a customer has a preference to talk to a particular agent or based on the his previous interactions the call will be routed to that particular agent.

Agent Anywhere

Supports free seating of agents at distributed environments.

Real-Time Reporting and Call Monitoring

Improve call quality, monitor calls in real-time, and easily collect powerful business intelligence you can use to increase customer loyalty.