Call Center / Contact Center

Call Center/ Contact Center

  • VoDa offers a rich feature set of carrier class contact and call center applications from its high-available geo-redundant cloud platform infrastructure. Our call center solutions have been developed to deliver the highest quality hosted call center experience to small and medium sized businesses without the significant upfront capital investment.
  • Call Centers are configured and managed through the VoDa browser based portal providing users direct access to advanced, real-time reporting on a wide range of metrics. With easy access and visibility into the performance of their organization, supervisors can monitor their call center queues and manage call flow at a glance using the statistics grid found on the portal home screen. Real-time statistics such as calls waiting, average wait time, average handling time, abandon rate, calls answered, and call volume are among some of the many advanced visual reports available. The background colors of the stats grid act as visual alerts and change from green to yellow to red based on numeric thresholds chosen by the supervisor. Supervisors are also able to run reports and gather information about an entire call center or take a deep dive into the more granular metrics. These reports act as tools that promote productivity and increase revenue for all Call Centers of any size.

Advanced Call Management

  • Empower your Call Center Team with call management tools to customize and fit any call center environment.
  • Queue based routing
  • Configurable Time Frames
  • Ring Groups
  • Call Parking
  • Answering Rules
  • Automatic Call Distribution (ACD)
  • IVR/Auto Attendant

Call Center Supervisor

  • Call center supervisors manage the activities of their agents, monitor call flows and analyze reports within the intuitive browser based interface
  • Real Time Management
  • Dashboard and Reports
  • Automated call back IVR
  • Whisper/Listen/Barge In
  • Contact History Database
  • CRM Integration
  • Configurable Call Monitoring