Award Winning Contact Center Technology
Engage your customers with a brilliant CX platform today. Customer service can be complex, but the tools you use shouldn’t be. OpsCentral Voice is a virtual ‘hub’ that captures customer conversations, analyses them and generates comprehensive reports. It provides insightful data analytics that helps improve service and optimizes resources.
- Powerful Virtual Assistance
- Real Time Statistics
- Comprehensive SLA Report
- Interactive Web-Based User Interface
- Transcription, Voicebot & Sentiment Analysis
OpsCentral Voice boosts seamless communication, enabling customers to get the attention they deserve without getting lost in the queue, while connecting them to the most appropriate resource at the first ’ring'. Delight your customer with better customer engagement & experience.
It's about Empowerment
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.
Browser-based User Interface
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.
Campaign, Skill and VIP Routing
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.
100% Call Recording
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.
Real Time Monitoring
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.
OpsCentral Voice Features
OpsCentral Screen Capture
Capture complete interactions
Get a complete 360-degree replay of the entire interaction as it occurred, with integrated capture and playback of both the agent-customer conversation (voice) and the accompanying agent screen activity.
Assess agent skills and identify top performers
OC SC enables you to assess agent performance and customer satisfaction levels, ensure agent process adherence, prove compliance procedures are being followed, ensure maximum desktop navigational efficiency, settle disputes etc.
Search and retrieve the desktop recordings you need
Desktop video recordings can be identified and accessed through a number of search criteria, including agent extension, date, user name, customer phone number, ticket number, etc.