CONTACT CENTER FEATURES

• ACD – Route callers to the right queue, with the right priority, and route them to the next available agent with the right skills.
• IVR – Walk callers through self service applications or gather caller information needed to identify the best available agent.
• CTI – Improve productivity by giving agents relevant and timely contact information, and integrate phone controls with your applications.
• TEXT-TO-SPEECH – Provide dynamic information to your contacts by automatically converting text data into spoken words.
• TOLL-FREE NUMBERS – Provision new toll-free, international toll-free and DID numbers, or migrate existing numbers for your inbound call center.
• CALL CONFERENCING – Build sophisticated IVR applications that allow callers to create conference calls, by calling additional phone numbers to add participants.
• VOICEMAIL – Offer your callers an opportunity to leave voicemails for individual agents or the next best available agent.
• AGENT SCRIPTING – Enable agents to deliver a consistent message to contacts, with a web-based agent script tailored to the purpose of each call.
• CALL RECORDING – Assess the quality of agent performance and the customer experience, and use recordings as supporting documentation for transactions.
• QUALITY MONITORING – Ensure a positive customer experience by silently monitoring agent conversations with contacts, whisper coaching and barging in when needed.
• HISTORICAL REPORTING – Gain insight into call center performance, using over 100 customizable reports on ACD Queues, Agents, Calls, Campaigns, and more.
• REAL-TIME REPORTING – Use personalized dashboards, views and alerts to monitor real-time call center statistics on ACD Queues, Agents, and Campaigns.
• CONTACT HISTORY DATABASE – Maintain contact information and call activity so that it’s available for IVR applications and at agents’ fingertips while handling calls.
• CLOUD APIS – Build advanced software integrations between NetSapiens’ cloud-based call center software and other enterprise software applications.
• AT-HOME AGENTS – Support virtual call center operations with a distributed workforce, flexible resource allocation, and new hiring models.
• CALL RECORDING – Assess the quality of agent performance and the customer experience, and use recordings as supporting documentation for transactions.
• QUALITY MONITORING – Ensure a positive customer experience by silently monitoring agent conversations with contacts, whisper coaching and barging in when needed.
• HISTORICAL REPORTING – Gain insight into call center performance, using over 100 customizable reports on ACD Queues, Agents, Calls, Campaigns, and more.
• REAL-TIME REPORTING – Use personalized dashboards, views and alerts to monitor real-time call center statistics on ACD Queues, Agents, and Campaigns.
• CONTACT HISTORY DATABASE – Maintain contact information and call activity so that it’s available for IVR applications and at agents’ fingertips while handling calls.
• APIS – Build advanced software integrations by connecting the NetSapiens API to other enterprise software applications.
• AT-HOME AGENTS – Support virtual call center operations with a distributed workforce, flexible resource allocation, and new hiring models.
• CRM INTEGRATION – Leverage our pre-built integrations to leading cloud-based CRM vendors such as Salesforce.com.