Strategic Solutions Series

Empower Your Contact Center and Your Customers Through Multi-Channel Communications

By TMCnet Special Guest
  |  October 01, 2011

At Digital Voice Systems, we partner with innovative organizations to deliver a solution that handles all communication channels, empowers both the customer and the agent, and management tools that improve the performance of any business. The unified application platforms from Interactive Intelligence (News - Alert) and RightNow Technologies provide a cost-effective and easily managed multichannel system for consistent and responsive customer service, along with end to end reporting and quality monitoring. Our proven solution provides real answers to the problems faced by today’s leading contact centers.


  • No ability to offer customers the contact options they want
  • Offering multiple contact options, but with no ability to route, record, track, monitor or automate
  • Too many different systems bolted together which are costly and difficult to manage and support
  • Too many desktop interfaces for your agents to manage
  • Inaccurate or lack of quality data to report to upper management
  • Information gathered during customer contact stuck in silos throughout the organization


  • Implement a multi-channel application platform with one central, rules-based engine.
  • Intelligently route and queue multiple channels such as calls, emails, web interactions, SMS, faxes, social media data, and business process workflow. Deliver all channel types through a single interface. 
  • Go beyond delivery to the agent with:
    o    Skills-based Routing
    o    Real-Time Monitoring- Listen, Join, Coach
    o    Real-Time Queue and Agent Statistics
    o    Search, Playback, and Score Recordings
    o    Screen Pop/CRM Integration
    o    Real-Time Word/Phrase Spotting 
               -Deal with compliance, trends, opportunities, or threats immediately BEFORE the customer or sale is lost
               - Drive agent behavior and decrease handle time by automatically popping alerts, scripts and resources
    o    IVR/Self-Service Automation
    o    Web Self-Service and Knowledge Management
    o    Blended Inbound and Outbound Campaign Management
    o    Agent Forecasting, Scheduling, and Adherence
    o    Robust Real-Time and Historical Reporting

  • Cloud-Based or Premise-Based…You Choose Your Solution


  • Rapidly adapt to changing customer needs and easily add a new channel without additional hardware.
  • Increase service levels by 30% or more.
  • Spoil your customers and build loyalty with tools to solve problems, upsell, and strengthen relationships.
  • All on a single, unified platform for 25 to 5,000 agents

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Edited by Stefania Viscusi