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Contact Centers

VoiceNet provides the unified software solution your contact center needs for driving sales, delivering service or gathering customer information.

VoiceNet software:

• Reduces contact center operational costs
• Provides excellent customer service levels
• Improves contact center agent efficiency
• Manages customer service quickly and accurately

Management systems should tightly integrate with the rest of a contact center's IT enterprise. Software should provide interoperability with existing legacy technology, and react quickly to contact center marketing and operational changes.

VoiceNet Technology Components

• CTI
• ACD - Automatic Call Distribution
• IVR
• IP-VoIP enabled
• Dialer
• Recording and Call Monitoring
• Workforce-BPM
• Reporting

It’s not just about the interaction. It's about the data.
Contact centers have evolved from phone systems making millions of calls into “data centers” utilizing multichannel interaction channels. This evolution is fueled by the need to deliver customer data to the agent and improve service levels.

 Software that makes the transition from contact centers to data centers must: 

• Seamlessly integrate with existing IT investments
• Be integrated with underlying data sources and back-office systems 
• Quickly and safely design and deploy new campaigns
• Create changes to scripts and screens using graphical workflow tools
• Integrate voice and data real time

Interactive Softworks is the only SOA-enabled solution built on enterprise-class application server technology. How do you know if Interactive Softworks SOA is right for your contact center? Ask the following questions. If you answer "yes" to one or more, you need to adopt an SOA strategy:

• Is your IT infrastructure can not adapt or facilitate change? 
• Do you need to run in a true 24/7, zero-downtime environment?
• Can you make changes to your contact center system without excessive downtime?
• Is your business system architected to facilitate all your business needs?