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Increase Customer
Loyalty, Decrease
Costs
Promote efficiency
and develop strong,
loyal customer
relations with
FrontRange Voice
which extends the
functionality of
other FrontRange
software products by
making them
accessible over the
telephone. Designed
with small to
medium-sized and
distributed
enterprises in mind,
Voice provides a
call center solution
which gives growing
businesses the
flexibility to
compete with larger
industry players.
Features:
-
Advanced
skills-based
routing
- Improve
customer
satisfaction by
ensuring the
appropriate
agent handles
each call with
skills-based and
data-directed
routing rules.
-
Web-based voice
application
builder
- Change the
messaging to
your customers
or adjust call
routing options
with this
easy-to-use GUI
application.
- CTI
screen pops
- Authenticate
your customers,
bring the right
ticket or
contact to the
screen when the
customer calls.
-
Real-time and
historical
reporting
- View real-time
data and tap
into 40
pre-built
historical
reports through
an easy-to-use
graphical
dashboard.
-
Agent dashboard
- Drive higher
volumes of calls
per agent by
making it easier
to deploy,
support, and
change in any
environment.
Monitor queue
depths in real
time. See your
agent presence
to know who is
on call, who is
on break
and why, and who
is available by
queue or service
team.
-
Virtual agents
- Reduce mundane
call center
duties and
increase job
satisfaction by
using this
contact
management
software to
automate tasks,
while also
giving customers
the option to
talk to a valued
staff member at
any time.
-
Integration with
business
applications
- Seamlessly
integrate with
front- and
back-end
applications
such as
GoldMine® and
HEAT® , ITSM® as
well as other
CRM, service
management, and
ERP systems.
-
Automated Ticket
Creation
- Regardless of
the time of day,
or whether
agents are
available, your
callers can
create
service tickets
and have them
routed to the
appropriate
queues
automatically.
-
Automatic Status
Updates
- let your
customers know
the status of
their service
tickets through
email or
automated phone
calls.
-
Automatic Ticket
Closure
- If you have a
ticket that
needs closing,
but the customer
hasn't cofirmed?
The system
can handle
collecting
feedback
automatically.
- Self
Service Password
Reset -
Let your
customers reset
their system or
windows domain
passwords
automatically,
freeing
your agents to
handle more
complex and
compelling
tasks.
-
Quality
Management
- Supervisors
have access to
call monitoring,
whisper
coaching, barge,
call recording
and quality
scoring to
ensure
continuous
improvement of
your call center
agents.
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