We support businesses in simplifying their customer relations.
The quality of call centre customer service is becoming increasingly important asthe telephone remains customers’ preferred contact method.
Our solution for call centres provides full, intuitive and flexible cloud management for customer interactions
Call centre challenges:
To meet customer expectations:
Quick call handling
Successful customer experience
Optimum purchasing process
Voice Management allows you to:
Easily manage your incoming and outgoing calls
Handle your call centre efficiency
Optimise your customer relations
All via a user-friendly interface with different user areas: agent, supervisor and administrator.
Special VAS and DDI numbers
Welcome the customer
IVS: Interactive Voice Server
Direct to the right agent
ACD: Automatic Call Distributor
Personalise the conversation
CTI: Computer Telephony Integration
Who is Voice Management for? And how can it help?
Our goal: to support you in simplifying your customer relations.
Voice Management is a vital tool for any business wanting to make their call centre as profitable as possible while also meeting their customers’ needs.
The state of customer relations in 2016 in a few figures*:
49% of customers believe that dealing with businesses is too complicated
Voice Management is all about simplicity.
a user-friendly interface with three user areas for three different management levels: agent, supervisor and administrator
training and clarity: Voice Management is an intuitive tool which allows call centres to manage their customer relations optimally
transparency: we provide statistical reports which allow you to manage and control your call centre efficiency
55% of customers have changed supplier during the last 12 months because of a poor customer experience
As the world becomes increasingly competitive, give your customers a smooth, simple experience. With Voice Management, you can handleyour incoming and outgoing call flows effectively, whether they come from different kinds of number (geographic, VAS, international) or even web callback.
As a result, you can offer your customers a high-quality service thanks to:
an Interactive Voice Server to welcome the customer and find out about their enquiry
a distribution tool (ACD) so the enquiry can be directed to the agent best able to assist (according to enquiry type, language, etc.)
a CTI so the conversation between the agent and customer can be personalised using Computer Telephony Integration
79% of French consumers prefer interacting with humans rather than using digital channels to seek advice about a product or service
With increasingly demanding consumers seeking exact, quick and efficient answers to their questions and solutions to their problems, humans are at the heart of interaction between brand and customer.
In addition, giving the customer a vocal greeting and the chance to explain their enquiry will make the conversation personalised and efficient.
The Voice Management interface has three areas for three different roles: agent, administrator and supervisor.
* 2016 “Accenture Global Consumer Pulse Survey” study
Voice Management interface
The operator interface allows:
calls to be managed
personal statistics to be monitored: ASA, number of calls handled, etc.
statuses to be managed: available, on a break, offline
ticketing to be monitored
The supervision interface allows:
the entire call centre to be viewed
activity and efficiency data to be monitored in real time
detailed activity information by group and by operator to be viewed
Opérateur télécom à taille humaine, nous développons avec et pour nos clients des
solutions télécoms sur-mesure, fiables et d'une qualité de service irréprochable: de la téléphonie professionnelle,
à la gestion complexe de plateaux d'appels en passant par des solutions télécoms marketing.
Recevez des tutoriels, des avant-premières et bénéficiez de réductions exclusives.