Hosted Voip Call Center Solution
Many smaller businesses are challenged when it comes to finding advanced but cost-effective inbound / outbound call
center services. Velocity Networks provides a solution designed with the small to mid-sized company in mind.
Our Hosted VoIP Contact Center Solution allows you to make your move to automatic contact distribution easily and
economically, seamlessly extending outbound or inbound call center operations by creating a virtual call center with agents
working from any desk, in any office, offshore or at home.
The Bottom Line On the Velocity Hosted Voip Call Center Solution
This service works as hard at the bottom line as it does at the operational level. Your growing business benefits from an offering that delivers:
- A cost-effective ACD solution
- Advanced contact handling and management features
- No hardware, no upfront costs, no installation and no integration
- Call recording and reporting tools
- More customer satisfaction
- Greater productivity
Whether you are supporting one location, many locations or a work-from-home staff, our Hosted VoIP Contact Center Solution is the right move to make.
Automatic Call Distribution (ACD)
Velocity Networks offers an ACD feature set that includes hunt groups, call queuing when all users are busy, and no-answer treatments. Auto Attendants can be used to route callers to the correct group of agents, such as sales or technical support. This call center solution can expand the capabilities of legacy call centers by allowing call center agents to be geographically distributed. Agents can take calls from home, a satellite office or from mobile handsets.
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Call Center Agent and Supervisor Desktop Client Tools
ACD and queuing functionality can be enhanced with the ability to set ACD state (sign-in/out, available/unavailable, wrap-up) through a web portal or their phone, or use a sophisticated desktop client application that provides integrated call control, click-to-dial, and ACD state management functions.
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Deployment Scenarios
Front Office Receptionist – Incoming calls are queued during busy hours, increasing customer satisfaction and maximizing Receptionist utilization. ACD group can include one or multiple Receptionists.
Small Workgroup – Introduce queuing to small business customers that previously only had basic hunting or simultaneous ringing of all lines, allowing calls to get through even during the busiest hours. Calls are queued in the service provider’s network, so bandwidth consumption is minimized.
Service Provider Help or Support Desk – BroadSoft customers can maximize their internal use of BroadWorks by deploying ACDs for their own Support Desk, leveraging their existing BroadWorks platform and lowering operational costs.
Mobile Workgroup – Employees that are typically on the road can be included in ACD groups. For example, BroadWorks
Anywhere allows calls for service technicians to be routed to the mobile device of employees that are already in the field, when they are available to handle new customers.
Multi-Department Enterprise – An Enterprise with multiple departments (eg Auto Dealership) can route calls to the appropriate group (New Car Sales), and the appropriate employee within the group (most idle, ordered list, etc). If all employees are busy or don’t answer, calls overflow to another ACD group or a Receptionist.
Small Call Center – Small Call Centers, with phone-based agents, have access to sophisticated ACD functionality and reporting, at an affordable price point. Auto Attendants direct callers to the appropriate group of agents. Agents can set their availability using phone soft keys. Supervisors can monitor the agents and queues with the BroadWorks desktop client.
Distributed Call Center – Call Center groups can span multiple sites, with home-based agents, remote agents, or ACD groups in different regions or countries. For example, implement around-the-clock coverage with a single queue that includes agents from multiple countries. The ACD group is staffed such that agents, working normal day shifts, are always available to answer incoming calls.
Large Call Center – Formal high-volume Call Centers, with 100s of agents, handling calls from multiple incoming numbers.
Calls are directed to the appropriate skill group, and the appropriate agents within the skill groups. Agents utilize desktop clients, which allow them to quickly identify incoming callers, and quickly contact additional “experts” within the organization to ensure first call resolution. Supervisors monitor real-time data on agents and queues, and can generate historical reports to maximize call center staffing and efficiency.
For further assistance or to start your inbound call center / outbound call center service, please contact a Velocity Networks sales representative at 1-800-626-6515 or by clicking here.
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