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please contact us.Sales
Tel: 1-(703)-669-2800
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Support
Tel: 1-(703)-669-6408
Fax: 1-(703)-669-5508
www.interactivehelpdesk.com
Corporate Address
Headquarters: Leesburg, VA
803 Sycolin Road SE
Suite 203
Leesburg, VA 20175
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Product Awards
“A 2005 study indicated that 100 percent of global 1000 companies have adopted a SOA strategy to get the operational agility they need to compete.”
- InfoWorld
VoiceNet™
VoiceNet™ is a full-featured call center software solution for inbound, outbound and blended communications that satisfies the immediate and future demands of almost every contact center need. It powers high-volume, multi-channel customer interactions for any business architecture, and forms the basis of a unified communications platform for contact centers of every size and focus.
What makes VoiceNet different?
Unlike most other solutions, VoiceNet is designed to easily integrate into your contact center's legacy systems, third-party services and customer data systems. It is the only non-proprietary Microsoft .NET contact center architecture that enables all of its robust features to be easily extended to anywhere within your business or to your clients.
It is not just about the call: It's about the data
The contact center provides a primary communication channel between your customers and the rest of your enterprise.Effectively managing the relationship between your business processes, and CRM is critical to the long-term health of both your client relationships and your business. This means that it is increasingly important for the call to be integrated in to your core enterprise processes in a seamless and transparent fashion. The days of loading all your systems inside of your call center applications and investing countless resources in harvesting data in batch are gone. You need the ability for your contact center to become an effective participate within the enterprise to help drive value and to strengthen your customer relationships.
We don't just connect your phone lines. We connect your enterprise.
SOA is a strategy as much as it is a technology
We believe that contact centers are fast becoming communication-channel-enabled data centers. As such, the ability for your contact center applications to integrate with your existing back-end technologies and legacy systems is crucial. Your time to market for any given implementation will often dictate whether or not your get the business. SOA extensibility was built into our software in order to greatly reduce the burden of complex implementations by allowing you to easily leverage existing IT investments within your enterprise, to facilitate the reuse of your systems, and thereby significantly reduce your time to market.
Maximize customer interactions
Our systems maximize each and every customer interaction. Inbound, outbound and blended multichannel contact capabilities are supported by a robust call routing, data management, and reporting engine -- all of which are deployed on Interactive Softworks' powerful Web-services-based architecture, Interactive Server.
It's about knowledge
With more than 15 years of call center experience working in hundreds of call centers, Interactive Softworks enables businesses to meet the needs of the highly integrated, highly monitored call center of today. Call centers can easily manage comprehensive voice, data and real-time integrations with both internal and external systems. The combination of technology, functionality and knowledge from a single vendor provides you with the tools you need to overcome service and marketing challenges posed by both internal and external customers.
| Features | Benefits |
| Contact Center SOA | Provides the foundation to service enable and integrate existing contact center IT investments, quickly and safely, adopt new technologies, unify multiple underlying data silos, and quickly react to new business requirements. Adoption of an SOA provides dramatic improvements in operational efficiencies, system stability, improved system up-time, streamlined interactions and true business agility by allowing the Contact center processes to interact with the rest of the enterprise. |
| Advanced workflow and business-process management integration | In conjunction with Interactive Softworks' Metaphor, managers can graphically design call campaigns using business process rules. This improves marketing campaign efficiencies, drives performance and easily allows for quality performance replication for subsequent implementations. |
| Dialers | Maximize outbound productivity with an advanced predictive dialer. |
| Multi-mode content delivery | A single BPM campaign workflow can represent itself as a web portal, a specialized agent interface or an IVR session. This allows for a single code implementation to be consumed by multiple channels while greatly reducing development efforts and change management complexity. |
| Complete telephony solution | IP-VOIP – Advanced telephony and distributed VOIP. Remote Agent – Agents can connect to the system remotely. CTI –Powerful, easy-to-use tools to interact with customer data. Screen pops deliver customer information from multiple systems. Data collection screens can deliver information to the appropriate systems based upon business need. Recording and Monitoring – All calls are capable of being digitally recorded and searched to improve CRM. These recordings have a variety of uses, including training, trend analysis and regulatory compliance. Multi-channel blending – Brings voice, data, fax and e-mail together and integrates with internal or customer systems. This allows agents to be more responsive to customer demands and meet call objectives. Skills-based routing –Based on unique business process aspects and the unique agent skills. For example, direct foreign-language-speaking customers to agents with that language skill. Advanced Conferencing – True multi-party conferencing capabilities with agent backout and digital recording. IVR – Robust IVR capabilities for inbound and outbound campaigns. |
| Performance monitoring | Eliminate complex spreadsheets of old data by integrating multiple systems into performance portals. This gives management a graphical, real-time look into agent performance and allowing them to take action that will have an impact on campaign results. |
| Web-based reporting | Remote reporting capability allows agents, management, and customers, based on security and business rules, to access real-time system and campaign data. |
