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Using an existing internet connection and Voice over Internet Protocol (VoIP) telephone equipment, the inContact / VoIP Service gives companies access to the advanced contact center functionality of inContact and to PBX-like functionality for your entire business.
The inContact / VoIP Service comes in two service offerings, allowing you to chose what best fits your needs and your budget. The basic service for agents has limited capability enabling extension dialing, while the hosted PBX service supports a broad range of PBX-like features for business users. You can connect to the inContact VoIP Service over the public internet or take advantage of voice-optimized internet access from a national IP carrier for call quality that rivals dedicated voice circuits.
The benefit of inContact/ VoIP Service is that now, through a single vendor, you have access to advanced contact handling services and the ability to deliver the call to agents through VoIP connections with predictable costs. Your business users also have access to PBX functionality and free office-to-office extension dialing through a system that doesn’t demand significant maintenance or management.
InContact Workforce Management Software(WFM) benefits your organization by:
- Optimizing workforce scheduling, so that managers have the right number of people, in the right place, at the right time.
- Minimizing labor costs through efficient schedules
- Decreasing time to schedule agents
- Monitoring real-time adherence of employee schedules
- Forecasting, then simulating schedules before the schedule is released
- Communicating agent schedules via the Internet, the phone, or both
- Increasing customer service as a result of increasing agent satisfaction through worker participation in the creation of schedules
- Connecting multi-site operations
- Create optimized schedules that meet service level goals while reducing costs
- Build optimized staffing plans that consider agent skills, preferences, and proficiencies
- Spend less time building and managing schedules and schedule change events
- Historical and real-time reporting of agent schedule adherence
- Forecast future demand using actual data and customized input, then simulate, analyze, make adjustments and repeat
- Add to employee satisfaction with online and telephone interfaces for shift swapping, schedule preference requests, time-off requests, and more
- Schedule and manage multiple and virtual contact center sites across time zones and different interaction media
- Improved employee satisfaction and consistent service levels translate into improved customer satisfaction, loyalty, and retention
inContact / VoIP Service for Agents Features
- Unique 3- to 5-digit extensions
- Free extension to extension dialing
- Free routing of inContact calls to the agent (toll free and long distance rates to and from inContact still apply)
inContact / VoIP Service for Business Features
- Includes the inContact VoIP Service for Agents PLUS…
- 1 Local Direct Inward Dial Number
- 1000 minutes per month of local and long distance to the US for day-to-day business calls directly from the VoIP telephone
- Free In-Network Calling for VoIP customers
- Caller ID
- Call Waiting
- Click-to-Call
- Unified Messaging
- Voicemail with 5MB of storage
- Personal VM Greeting
- Multiple Message Notification Options
- Message Waiting Indicator
- Voice to Email
- 411 Directory Assistance
- Speed Dial
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Auto Re-dial on Busy
Call Forward No Answer
Custom Ring Settings
Simultaneous Ringing to Multiple Numbers
Last Number Redial
Distinctive Ring
Do Not Disturb
Call Intercept
Call Filtering
Selective Outbound Call Blocking
Automatic Fail Over Secondary Number
Fax Service
3-way Conference Calling
Call Forwarding
Last Call Return
900/976 Block
911 Emergency |
To learn more about how VoiceConX can help your business take advantage of the services we offer, please contact us today.
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