Contact or Call Center Solution - VORADIAN | Business Telecommunications Service
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CONTACT & CALL CENTER SOLUTIONS
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HOSTED SOLUTIONS FOR OMNI CHANNEL CONTACT CENTER AND CALL CENTER
YOUR ALL-IN-ONE COMMUNICATIONS, COLLABORATION, AND CONTACT CENTER
TAKE YOUR CUSTOMER AND AGENT EXPERIENCE TO THE NEXT LEVEL. OUR SOLUTION IS NOT JUST ANOTHER ORDINARY CONTACT CENTER. IT'S YOUR FULL SCALE COMMUNICATIONS COMMAND CENTER.
VORADIAN™ offers carrier-class Contact Center and Call Center solutions that enables any size business to leverage our platform for outbound and inbound customer engagement needs. Like all of the platforms in our ecosystem, our Contact Center and Call Center applications were developed to deliver the highest quality of experience for customers and employees without the need for on-premise equipments or significant investment. Work smarter, communicate better, boost workforce productivity, enhance operational efficiency, and elevate customer engagement experience to the next level with our advanced Contact Center and Call Center Solutions. Your prospects and customers expect your workforce to be available on their terms and on their communication channels. Your employees expect the tools that will allow them to engage and collaborate effectively with your customers and prospects. You can expect VORADIAN™ to deliver it all in a single platform with unmatched reliability, unprecedented guarantee and at a disruptive pricing that's unbeatable.
SiberEdge™ Call Center Solution
Our call center application is built to handle even the most challenging call center environment needs. It can be used to place outbound calls to a list of recipients manually or using the built-in predictive dialer. With the predictive dialer, when a recipient answers the call, the application can take any of the following actions:
- Play a pre-recorded audio file and hang up using the built-in vBroadcast™ application
- Play a pre-recorded audio file (vBroadcast™) then transfer the call to a Call Center Agent
- Transfer the call to a Call Center Agent (with no pre-recorded audio file)
The SiberEdge™ application is designed to be used in conjunction with our SiberEdge™ Call Center Suite. It is an all-in-one virtual call center suite that includes ACD with Call Queuing, self-service via Interactive Voice Response (IVR), predictive outbound dialing, recording, administrative tools, and extensive integration capabilities.
Key advantages of using SiberEdge™ CCaaS includes:
- Personalize a customer's experience when they contact you
- Increase call numbers and per-call sales volume
- Eliminate paper and labor-intensive processes
- Minimize complaints
- Increase call center profitability
- Empower call center with communication options
- Raise customer service levels
- Simplify business applications
OmniCentrix™ Multi-channel Contact Center Solution
Our contact center application is an in the cloud 100% hosted solution specifically built to handle high value contact center experience for both the customer and agent. OmniCentrix™ contact center is a multi-channel communications center that brings voice, text (SMS), chat, email, calendar, social media, CRM, and other business productivity tools together in one place under a single interface for better and smarter communications experience.
OmniCentrix™ gives you a 360 degree view of customer interaction with its omnichannnel archiving and empowers you to provide unparalleled customer support and problem resolution in the shortest time possible. With ACR (advanced call routing), ACD (automatic call distribution), SBR (skill based queuing and routing), and much more, our solution delivers next generation digital transformation for your business contact center needs.
With an all-in-one Contact Center Solution from VORADIAN telecom, you can create a high-quality inbound and outbound communications experience for your customers and employees across multiple channels. Our feature-rich Contact Center Solution expands on basic call center functionality to deliver advanced capabilities such as the ability to see full customer history with each interaction in one place - no matter whether it’s SMS (Text), chat, email, social media, or voice, with a clean and intuitive interface. Work smarter, communicate better, boost workforce productivity, enhance efficiency, and elevate customer engagement experience to the next level.
Key features of OmniCentrix Contact Center includes:
Channel Types
❱ Voice
❱ SMS (Text)
❱ Web Chat
❱ Email
❱ Social Media
Agent Experience
❱ Web-based UX
❱ Downloadable client
❱ Browser-based softphone
❱ PBX phone support
❱ Call dispositions
❱ Call notes
❱ DND codes (agent state)
❱ Screen pop/Agent scripting support
❱ Contact history display
❱ Canned Responses
Queue Treatments
❱ Skills-based routing
❱ Queue actions/rules
❱ Call back in queue (CBIQ)
❱ SMS Keyword Responder
❱ Custom routing logic support
Dashboards and Reporting
❱ Standardized reports
❱ Customizable reports
❱ Report subscriptions
❱ Real-time agent dashboard
❱ Real-time queues dashboard
❱ Export data for external analytics
Third-Party Integrations
❱ CRM (Salesforce, Zendesk, Zoho, Shopify, and more)
❱ Cloud storage (AWS, Google, Azure, SFTP, FTPS)
❱ TTS (Google, Microsoft, IBM Watson)
❱ WFM support (Work from Home/Remote)
Other Features
❱ Outbound dialer campaigns (SMS, voice)
❱ List management with import
❱ Contact manager
❱ Chat bots
❱ Single sign-on support
❱ Enhanced security with 2FA
❱ Redundant/HA architecture for maximum uptime
Additional reasons why SiberEdge™ is an ideal solution for any size call center operation
- True multi-tenant architecture - meaning multi-location, multi-campaign capabilities under a single subscription account - sharing of resources over all locations and campaigns in the platform providing economies of scale and optimizing utilization of resources
- Operational efficiencies in single platform to supply and manage services to all locations, with self-administration capabilities for individual location
- Distributed resilient architecture providing global scalability and high reliability to meet requirements for multi-node deployments
- Open interfaces and customization options on system wide or per location basis to provide tight integration options to allow for individual needs of different locations
- Choice of agent deployment options with soft clients, IP phones or using traditional phones
- Flexible and intelligent routing and handling of calls, ranging from simple skills based routing to complex interactive routing algorithms for larger campaigns
- Integrated self-service IVR capabilities
- Integrated automatic or on-demand voice recording
- Strong predictive and preview dialer options for outbound campaigns
- Powerful real time monitoring and analytic reporting tools
Our Call Center and Contact Center as a Service, is a proven platform that has been deployed for highly reliable call center and contact center services throughout the United States and beyond. Our CCaaS infrastructure is built upon the VoradianEdge™ PBX platform, which integrates directly into the networks of leading carriers and telecommunications providers worldwide, and is used to support contact center and call center operations in all regions of the world. Our solution delivers a pure 100% hosted in the cloud Predictive Telephony Network with no hardware to install. The platform is software based, enabling organizations to scale users, lines, and applications as needed. Our solution solves measurable business problems and offers proven operational savings, high performance, unparalleled user experience (customer and agent), increased efficiency and productivity.
Contact a Voradian solutions consultant today and start your campaign tomorrow. We are here to serve you!
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