Voicent Call Center Manager

Get everything you need to manage your Call Center's performance, cost-efficiency and regulatory compliance--all in one affordable, easy to use software application.

Own ItNo per call fees. No hidden charges. No subscription cost. Buy once and own it for life.

Use It To...

Manage Agent Performance Quality

Easy call monitoring and recording, "whisper coaching" capability enables live-call agent coaching and training that is inaudible to customers; real-time and historical reporting of activity and availability.

Comply with Federal Telemarketing Rules

Automatically track and adjust Call Drop threshholds and dialing pace to comply with U.S. Federal Trade Commission's Telemarketing Sales Rule on Dropped Calls. Avoid $16,000 per-incident fines!

Understand Campaign Performance Quality

Track real-time and summary stats for call volume, line usage, agent and campaign performance.

Enforces and Automates Business Process

Follow up with customers, enforce purchase requisition process, and automate any company wide workflow activities.

Motivate and Manage Your Agents

Use real time business management features to empower, teach, and motivate your agents

Whisper Coaching and Live Call Monitoring

Guide and supervise your agents on live calls with whisper coaching. Your agents will hear you but the other side will not.

Live Agent Conversation Recording

Automatically record agents for training purposes by agent or by campaign. Easily access audio recordings from the Agent Dashboard.

Pre-Recorded Audio

Agents can play pre-recorded audio files over the phone during a live call. Saves time and energy, and also their voice!

Flexibility For Agents

Agents can talk through a phone, a headset connected to acomputer, a cell phone, office phone, anything really. They can work anywhere with internet access and log into multiple campaigns.

Call Center Manager software

More Features Without More Fees

Provides real-time and historical tracking and reporting of agent performance and availability, campaign performance and productivity, line and resource usage.

Provides compliance for FTC's Dropped-Call thresholds and "Safe Harbor" documentation requirements.

Auto pacing of outbound call volume based on available agents, current drop rate, and campaign statistics.

Speeds effective training and management of agents with easy call monitoring, call recording and "whisper coaching" feature allowing live-call coaching that is inaudible to customers.

Works seamlessly with Voicent's Agent Dialer predictive dialer, BroadcastByPhone auto-dialer, Call Center CRM Customer Relationship Management, and IVR Studio Interactive Voice Response applications.

Phone line usage monitoring.

Easy to use - download and setup Call Center Manager in less than 20 minutes.

Automates business process by a workflow engine that is tightly integrated with voice, text message, email, and web communications.

How To Use Call Center Manager

Simply install the Call Center Manager software and connect it to the server, desktop or laptop computer that is running Voicent predictive dialing or auto dialing campaigns (yes, it can be the same machine).

Set and enforce dropped-call rate threshold

Select an agent or phone line to monitor

See and document real-time agent and campaign performance statistics

About

Voicent's Call Center Manager:

Provides real-time and historical tracking and reporting of agent performance and availability, campaign performance and productivity, line and resource usage.

Enables automated compliance with U.S. Federal Trade Commission's Telemarketing Sales Rule on intentionally Abandoned or Dropped Calls. Don't risk penalties of up to $16,000 per incident!

Speeds effective training and management of agents with easy call monitoring, call recording and "whisper coaching" feature allowing live-call coaching that is inaudible to customers.

Offers optional Rules Engine for fine, automated control of Call Distribution (ACD), message selection, caller ID designations, agent assignments and much more.

Works seamlessly with Voicent's Agent Dialer predictive dialer, BroadcastByPhone auto-dialer, Call Center CRM Customer Relationship Management, and IVR Studio Interactive Voice Response applications.

Automates business process by a workflow engine that is tightly integrated with voice, text message, email, and web communications.

Call Center Rules Engine ADD-ON

ADD-ON Voicent's Call Center Rules Engine is an optional add-on tool for Call Center Manager. It enables you to easily control your Call Center for maximum efficiency and profitability. With the Rules Engine you can:

Create and manage Automatic Call Distribution plans (ACD)

Match messages, Caller IDs, agents and campaigns for maximum productivity and efficiency

Direct resource usage for maximum efficiency

Specify agents for specific callers and call types and much more

WHAT DO I NEED TO USE CALL CENTER MANAGER?

A desktop or laptop computer with Windows 2000/2003/XP/2008/Vista/Windows 7 operating system.

Voicent Agent Dialer predictive dialing software, and/or BroadcastByPhone auto-dialer software.