Vagent for Call centers - Overview

Vagent is a robust, feature-rich and scalable contact center software provided as a SAAS (Software As An Service) hosted solution. The flexibility of Vagent enables a delivery of features and capabilities inherent to a high-end system at considerable cost savings.

Vagent can be deployed to provide service both to on-premise solutions, remote extensions or remote IPBs. Inbound call centers will appreciate Vagent’s unique ACD, which provides Skills Based Routing, Queue Prioritization, Virtual/Personal Queues, Agent Hot-Desking and Customizable IVR. Outbound call centers will benefit from Vagent’s efficient self-pacing predictive dialer capable of running multiple concurrent outbound dialing campaigns. Vagent’s Script Builder and Dialplan Builder tools are easy to manage and meet the most complex call center software requirements.

Vagent offers all the important features required for your contact center, right 'out-of-the-box'. It provides a customizable Web interface for Agents. It comes with a sophisticated ACD capable of queue prioritization and skills based routing. Agents can work in blended mode on both inbound services and outbound calling campaigns. Cradle to grave reporting is an intrinsic component of the call center software CDR. There is detailed reporting on Agent productivity, Queue and Agent Statistics, Performance reporting, Wallboards and other necessary metrics to manage the operations of your contact center. Voice recording and Listening are built into the standard feature set of the call center software.

Vagent allows for easy expansion for future growth while avoiding proprietary equipment lock-in.

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