Voice

Manage calls in real-time with a live feed of all calls and employee status across sites, helping you to maximise productivity across sites and departments with complete visibility and performance transparency. Intuitive reporting tools offer insights that help you drive higher service standards and experiences. From a single interface, you can monitor queued environments and wait times, access call volume summary reports, and view the live status of call-taking team members. 

Reduce wait times and provide better service by planning resources based on busy periods. Powerful call management tools help you make changes centrally and give you the control needed to monitor call performance and shape the calling experience. Pinpoint when call activity is busiest and plan resources accordingly to reduce wait times and callbacks, helping your team make the most of every conversation and opportunity. What’s more, identify available agents and route calls to a specific person, queue, or team to provide better service availability. 

Tailor each conversation using customer details and interaction history from your DMS. Voice integrates your phone processes with key areas of your business, and gives your team the tools to get information and resolve enquiries quickly. When they answer a call, Voice instantly offers them customer details and context from your DMS, helping them personalise every conversation. All calls are recorded to the customer file, keeping engagement history in one place. Keep call recordings for accurate auditing and review them for training purposes to drive better customer engagement. 

Improve efficiency while reducing costs with one source of truth for all call activity. Voice streamlines internal collaboration with custom call routing across sites and departments. It even lets your team exchange instant messages while on calls to save time finding information, so they can resolve calls more quickly and log fewer callbacks. Combine call plan options to get the services you want, including: fully managed or retailer managed hardware options, call recorder and automation between teams such as sales and management, reception and your contact centre.