VoxDesk is a completely cloud hosted Platform-As-A-Service (PAAS) provider. You need not install or maintain any software to run your call center solution using VoxDesk.
Record and store all the inbound and outbound calls that you make. Unlimited store space allows you to track and check all your calls for quality assurance of your agents. Depending on the type of networking business you own, the need for recording calls will be important. This feature is built into the software and will allow you to record in and outbound calls, and store them to be used later for training purposes.
Assume that two sub scribers aretalking to each other. Secretary makes emergency (for example, an extension with emergency prefix) call to one of these subscribers Secretary barges in the established call (conference).
Get complete realtime reports and statics on your call center performance. Number of inbound calls, outbound calls, agent stats, average duration per call, et all.
Show agent and queue based customizable information on the agent login screen. Let the agent have all the necessary information on hand directly on the screen even before the call process starts.The screens your agents use are totally customizable, and will allow them to set them up for each individual preference. This unique feature will also allow the agent to have all the vital information needed for taking care of the customer, before the call begins.
You can upload a recorded greeting or use our feature to convert text to speech on the fly. Choose from over 40accents and dialects (both male and femail voices).
Agents can even use IM (Skype or Gtalk) to receive inbound calls and still get information about the caller on the IM. Calls can also be receive on SIP phone, Landline or Mobile.
Inbound Call center
Call Pop Up
Skill Based Routing
Allows the receiver to spell a word/digit (as instructed in the recorded message) instead of pressing an extension number to direct it to a certain department or agent.
Greet your callers with a welcome message. You can set different messages for different queues, processes and work hours.
Create multiple queues and assign agents accordingly. Allow the callers to connect to a particular queue to speak with the right agents.
How long do you want the call to be on hold? How many times do you want the message to be repeated? Should you recognize the voice even before connecting the call with agents. Set the strategy!
Let the agents transfer the calls to other agents or queues even while on the call. Escalation cannot be simpler than this
Besides the standard welcome message, you can also play a recorded message for a queue and allow the caller to drop a voice mail if that particular queue is not available to answer calls at that time
Play music when the caller is kept on hold by the agent while on the call. You can even play a prerecorded message or promotional offer during hold.
Create virtually unlimited extensions from the dashboard and assign agents. Callers can directly reach a particular department or agent by entering the extension and skipping all other steps.
Non-business hours? Still, do not miss any lead or provide outstanding support by recording voice mails. Get call (voice mail) alerts instantly to your email
VoxDesk integrates with all popular and most used hosted CRM and helpdesk systems. Save the call recordings and caller information in your CRM or helpdesk
Outbound Call Center
Intelligent dialer auto dials from the numbers from the list and connects the agent and the receiver after confirming that the receiving number is not a fax machine or voice mail. No manual dialing.
Once the agent is logged in to the dashboard, the dialer shows the particulars of the current outbound call and handy notes for agent
Set the callerID that you wish to display to the receiver. You can choose any number of your choice to set as a callerID while making outbound calls. A very unique feature which is also available is the customizable caller-Id function. You will now have the ability to customize the number you would like displayed on the receivers end of the call. For many network marketing businesses, this feature alone will prove to be extremely valuable. While making outbound calls, the caller-Id number can be changed to any number you desire. These are only a small fraction of the features you will find in today's predictive dialer system. You will have many other options available that can help you and your agents with maximizing their in and outbound call activity. If you've been trying to find a predictive dialer system for your business, it's time to choose a cloud based system which will help you maximize on all the available opportunities, and in turn - help you grow your business.
Detects of the receiver is a real user or an answering machine. If it is an answering machine, the system leaves a pre-recorded voice message. One of the biggest problems with network call systems or older predictive dialer systems was the inability to detect answering machines. This area is one of the biggest time wasters aside from a no-answer. With the new technology available, the predictive dialer will detect whether a machine or a live person has taken the call. If a machine has taken the call, a message (that has been pre-recorded) will be left for the client.
Recognizes if the other number is a fax machine and drops the calls immediately without any delay. Auto dials the next number in the list immediately and connects with the agent
Make outbound calls from your SIP phone. Set the call permissions (only inbound, ourbount US/CA or international) for your agents
Outbound Call Center
Got a list of phone numbers you would like to make a calls and broadcasr a message. Upload the spreadsheet or CSV file and start the campaign!
Allows the receiver to press a number to get auto removed from our list of numbers. No other call shalll be made to that number and it is noted as DND
Make a call broadcast and give the option for the receiver to connect the call to an agent or queue. These calls can again be transferred internally within the call center
Detects of the receiver is a real user or an answering machine. If it is an answering machine, the system leaves a pre-recorded voice message
Do you offer multiple services and would like to greet different set of users with different messages? You can still setup a call broadcast with customizable greetings
Detailed reports about the number of successful calls, dropped numbers, DND filtered, average time on call, total call broadcasts can be seen in the reports section