Contact Center Solutions Featured Article

Voice4net Contact Center HD Gives Agents the Big Picture

July 03, 2012

Texas-based contact center provider Voice4net is stepping forward with a new solution called “Contact Center HD” that aims to fill a gap in the contact center space with applications that are simple and easy to use with no need for any documentation or training, similar to today’s intuitive smartphone and tablet applications.

Voice4net refers to its new Contact Center HD approach as a ‘Rubik’s Cube’ of applications that can be twisted into any combination to meet any need. It’s a complex puzzle made simple. The end goal is to create a pleasant experience for customers by providing agents with the big picture, all the tools they need to answer customer questions and resolve issues within the first contact. Voice4net sees this ‘human element’ as essential and the key differentiator for any business looking to succeed in today’s challenging business environment. Indeed, Voice4net is right on target - customer service is critical and can make all the difference when it comes to customer loyalty (upselling and repeat sales), the bottom line for any business. 

Since 1996, Voice4net contact center solutions have been white-labeled and sold through leading telecommunication manufacturer channels, including Aastra, Avaya, Cisco, Mitel, ShoreTel, Toshiba and Vertical, and through systems integrators and VARs and distributors such as Jenne, Frontier and CommSource. These vendors have offered, and will continue to offer, the Voice4net custom IVR (Interactive Voice Response), CRM (Customer Relationship Management) and other contact center software and management solutions to small and mid-size businesses and enterprise organizations.

Now, Voice4net will directly compete in the market along with Genesys, Interactive Intelligence, Syntellect and Aspect and other contact center providers and many small IVR companies, offering a new solution branded under their own name, the Voice4net Contact Center HD. The new solution debuted in March 2012 and includes integrated Dialer and Automatic Call Distribution (ACD) capabilities, plus any combination of applications, contact types, media types, databases and integrations with leading voice platforms. These can be shaped or customized according to a business’ specific needs. Voice4net uses the term High Definition, or “HD”, in its product name to signify the high level of information available to agents and supervisors via intuitive graphics and a touchscreen for easy access to important customer information such as “likes”, Facebook posts, previous contacts and purchase history.

To be specific, Voice4net has two key offers:

  1. Voice4net Contact Center HD is a newly developed solution that incorporates intelligent call routing, inbound/outbound communications, support for multi-media channels (voice, text, e-mail, wallboard, social networking, instant messaging, etc.), integrated customer records and profiles, real-time monitoring and historical reports. There is a single agent interface for all types of media that is customizable and easy to learn, and a supervisor view called Super Vision that leverages touchscreen and mobile tablet platforms to graphically illustrate critical data about queues, agents and teams, along with multiple levels of real-time and historical data. Super Vision also enables drag-and-drop queue management and control over alarms and wallboards.
  2. Voice4net has also developed middleware that enables a ‘hybrid’ solution, connecting Contact Center HD to legacy equipment such as an older PBX system. This allows a business to continue using their existing equipment investment, while taking advantage of the latest contact center solutions.

Voice4net Contact Center HD is a good fit for small and mid-sized businesses (supports up to 1,000 agents per system) in many industries, including insurance, retail, healthcare, real estate, financial services, education, utilities and government. Systems can also be combined to support larger enterprises and can be flexibly integrated with existing PBX equipment or hosted platforms (supports virtualization technology) or deployed as a standalone solution. Contact Center HD is available today in North America with expansion into global markets planned for 2013.

To find out more about Rick McFarland, President and CEO, and Voice4net, visit the company at ITEXPO West 2012.  To be held Oct. 2-5 at the Austin Convention Center in Austin, TX, ITEXPO is the world’s premier IP communications event .Rick McFarland will be a keynote speaker at the event. For more information on ITEXPO West 2012 click here.

Edited by Brooke Neuman