Voicegate Contact Centre
Connect, Communicate and Collaborate
Elevating Your Customer Experience
Voicegate Contact Centre
Contact centre’s vary widely in their needs. Itec understands this diversity and offers high-quality tools to enhance efficiency in small to medium professional contact centres. We understand that effective workflow structure and staff positioning are crucial for success.
Voicegate Contact Centre Agent Edition
Agent Edition is a desktop contact centre Unified Communications application dedicated to boosting contact centre agents’ day-to-day efficiency.
Features
Dialler
The dialler enables the loading of data lists into a database. Once the data is loaded, the application initiates calls according to the algorithm or settings configured by the administrator. The agent interface of the dialler provides agents with detailed information for each call, which can be tailored through the administrator login for enhanced customisation.
Real-Time Agent Monitoring
Ensure that your call centre workforce is efficient, successful, and consistently delivering exceptional customer service by utilising the “Monitor” feature. This feature allows you to listen in on active calls and promptly identify issues. Additionally, while monitoring, you can use the “Whisper” function to communicate with the agent discreetly, without the caller’s knowledge, or the “Call Barge” function to engage directly with both the agent and the caller.
Queue Statistics and Reports
Real-time queue statistics provide comprehensive insights into agent activity and queue traffic, granting access to detailed data on agents’ inbound and outbound calls, missed calls, occupancy, availability, as well as queue inbound answered and unanswered calls, and total calls. These reports can be visually displayed using graphs or exported in PDF or CSV format for further analysis.
Why Voicegate Contact Centre?
New Communication Avenues
Enhance communication channels beyond traditional voice calls by incorporating SMS, email, and live chat support. This integration allows your agents to seamlessly transition between various modes of communication, ensuring more efficient and flexible customer interactions.
Improved Statistics
The dashboard provides comprehensive insights into agents, queues, and overall performance. It displays detailed agent activities and key performance indicators, enabling informed decision-making and efficient management.
Unified Communications Tools
Facilitate seamless interaction and engagement among agents, supervisors, and office staff throughout your organisation. Enjoy a comprehensive suite of features, including advanced chat capabilities, voice calls, and virtual meetings.
Omnichannel Support
Benefit from a streamlined, omnichannel-capable panel that provides real-time insights into agent and queue performance and includes features such as:
• Monitoring the customer journey across each channel, allowing agents to enhance the experience for returning customers.
• Generating and delivering scheduled reports on a per-channel or blended basis to designated recipients.
Request a Call Back
Fill out the form below, and a Product/Solution specialist will reach out to you.
For service or career enquiries, please visit the appropriate pages. Head to our Contact Us page to find our branch locations and contact information.
By filling out this form, you consent to be contacted by Itec via email regarding our products and services.
For service or career enquiries, please visit the appropriate pages. Head to our Contact Us page to find our branch locations and contact information.
By filling out this form, you consent to be contacted by Itec via email regarding our products and services.
Request a Call Back
Fill out the form below, and a Product/Solution specialist will reach out to you.
For service or career enquiries, please visit the appropriate pages. Head to our Contact Us page to find our branch locations and contact information.
By filling out this form, you consent to be contacted by Itec via email regarding our products and services.
Request a Call Back
For service or career enquiries, please visit the appropriate pages. Head to our Contact Us page to find our branch locations and contact information.
By filling out this form, you consent to be contacted by Itec via email regarding our products and services.
Fill out the form below, and a Product/Solution specialist will reach out to you.