An agent desktop software that can help show details of a customer communicating with customer support center currently.
The software Voicent Dashboard helps generate a CRM dashboard for the agent to interact effectively. The dashboard offers all the details required. The interaction can be through phone, text message, email, and social media. CRM systems typically provide integration with a business process seamlessly. The agents are able to manage customer CRM records directly in the dashboard. Agents will be able to interact with customers and help enhance his experience about the organization. Scripted calls could be integrated easily. The dashboard includes a dial pad that can be used to manage the phone call. The agents will be able to transfer, hold, park, record calls and play audio during calls. The interface area provides for a window that can be used for entering call notes with buttons and drop-down box for quick call disposition.
Incoming call queues via the ACD (auto call dispatcher) will be displayed to the operator so that they get a sense of the wait status of customers. Call back could be scheduled. Reminders linked to the callbacks can be set. Outbound call dialing is integrated with this utility. Embedded browser converts phone nos. into click-to-call buttons. This software can be integrated with several standard CRM packages, including Salesforce.com, SugarCRM, ZohoCRM, and MySQL. This is compatible with Windows platform. The phone service could be a VoIP service, or a PBX system with SIP extensions or the regular POTS (plain old telephone system, analog). This is a very good product. If you are happy with the trial, a paid license will buy lifetime support for you.