OpsCentral Voice

OpsCentral Voice offers a complete browser-based experience without compromise. There is no special software to install and maintain.

It empowers the contact centre to manage and administer all aspects of the operation as and when required – with zero downtime, and no on-site engineers needed.

Get real-time statistics, updated every 5 seconds, to make critical decisions and changes. Change the IVR call flow and prompts, routing rules and agent skills on the fly – all without any downtime.

The OpsCentral Voice user interface (UI) is clean and context sensitive, showing only what is necessary when it is necessary.

It is also highly intuitive and familiar to users, and as such user training can be kept to a minimal. The adoption of a web browser UI allows all users, agents, supervisors and administrators, to login from a single URL to access all functions.

With the browser-based UI, OpsCentral Voice can truly run anywhere. It is typically not affected by enterprise network restrictions, nor push-down installation dependencies for updates.

For businesses that have multiple hotlines, each hotline can be allocated to a campaign. Within a campaign, IVR flows created can route calls based on desired language and department.

Calls can also be routed to the highest skilled agents. OpsCentral Voice's SLA and Routing Engine is highly flexible, allowing SLA definition and routing rules to be defined on basis of language & product.

Priority routing is also in-built, where VIP customers can bypass the IVR options by keying in their issued PIN. They can also be allowed to bypass a queue, to be served next by the best available agent.

All calls, in and out, will be automatically recorded by OpsCentral Voice.

Recorded calls can then be searched, retrieved and played back via the browser-based user interface, with no special software needed.

Recorded calls are archived in the system for a minimal period of 3 months. Longer storage options or archiving services are available should you require them.

OpsCentral Voice converts complex information and statistics pertaining to your entire contact centre operations into rich, real-time visualizations that are easy to understand and action, a feature much loved by our customers.

You will have access to rich graphical summaries and statistics on campaigns, call queues, SLA breaches, after-call survey results and agent performance drill-downs. And yes, you can also access these on your mobile devices or tablets.

Generate reports at any time. Reports are generated in true Excel® format with formulas in cells, allowing you to run your own analysis of the data in any manner.