Voi Centre

I-CEL's Voi-Centre offers you a professional and cost effective way of managing both agents and supervisors in a call centre or busy office environment.

The dynamic features allow supervisors to effectively allocate resources to ensure that all calls are dealt with in a timely and professional approach. 

It enables organisations to harness the power of a complex call routing system without the need for expensive telephony infrastructure.

This intelligent system diverts the next call to the next available agent whilst ensuring that a supervisor is in complete control of how and where calls are directed.

A supervisor has complete access to all call and agent statistics in real time, so agent performance can be continually monitored.

Voi Centre enables users to effectively manage a support centre for both fixed and dynamic call centres. It allows a supervisor to be in complete control of all agents. Also a complete range of statistics is available for supervisors to help them manage calls, add new agents, delete and exclude agents in the centre. 

Voi-Centre includes Real Time Statistics such as:

• Call waiting time
• Calls dropped
• Average call duration

Other features include:

• Predetermined working week
• Fixed or dynamic working locations
• Mid-call transfer
• Coaching facility 
• Supervisors can assist agents during a call with a customer, without the customer being able to hear the conversation.
• Queuing of calls is easily visible through a screen display
• Pause period between calls
• Intelligent call rotation to find next available agent
• Supervisors have 'Listen in' feature to monitor any call

The system also allows tri-party conference, where an agent, client and supervisor can be involved in a three-way conference. This again is very useful when dealing with customers, making enquiries or closing a sale.