AVAD Technologies, a provider of hosted VoIP phone services to small and medium-sized businesses, has just unveiled enhancements to its hosted call center solution portfolio with a reporting functionality being implemented directly into the company’s predictive dialer platform, as well as an innovative Web portal interface.
The enhanced reporting capabilities being seamlessly integrated with the predictive dialer enables a broader real-time and historical performance metric capture, enabling call center supervisors to optimize their local or global workforce with the use of new pre-configured, scheduled and customizable reports.
The redesigned Web interface allows agents to more efficiently handle calls and improves a supervisor’s ability to monitor agent activity which can lead to much greater customer satisfaction, according to company officials.
With the predictive dialer and Web client enhancements, the AVAD solution targets call centers with higher call volumes and more complex reporting requirements. The solution supports all call center environments - from small companies to individuals that need basic call distribution, queuing, and simple reporting—to advanced distributed, wholesale and in-house call centers.
Additionally, the predictive dialer platform brings forth significant savings on both upfront capital investments and ongoing operating expenses. With the administrative flexibility and enhanced features provided by the dialer, the solution allows call centers to quickly handle unexpected call volumes without negatively impacting customer wait times. The dialer also allows for a fully supported virtual workforce through the management of multi-site, mobile and remote agents from the company’s Web-based call center portal.
Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.
Edited by Jamie Epstein