Despite the growing popularity of messengers and chatbots, voice interactions continue to be valued by end-users of all industries. Customers may now be used to a mix of live and digital communication channels, but they often find a phone call faster, easier, and more reliable than any text exchange. Call centers, therefore, remain an essential part of any client-oriented business.
With the recent global shift towards distributed offices and remote management, the importance of a solid foundation to support call center operations increases. The new work environment requires more automation, security, and efficiency in order to attract and retain clients. In this review, we will focus on a software solution that can enhance performance for call centers of all types, especially those working in remote teams.
Through this review, we will explore the features of VOISO, a SaaS call center solution with a customer reference rate of 92%, in the following order:
Introduction to VOISO
VOISO is a web-based call center solution that does not require installation, licenses, or in-house developers to run. As for any other SaaS, all you would need to support this solution are a stable internet connection and a personal computer or a tablet.
VOISO offers an insight into daily call center operations with its real-time monitoring features, whether the traffic is outbound, inbound, or blended. A set of dashboards can be customized by supervisors and administrators to track the performance of individual agents or teams, monitor queues or dialer campaigns, and follow 50+ key call center metrics (Answer Seizure Ratio, Average Call Duration, etc.).
Most widgets support threshold notifications that can be emailed to upper management. For weekly or monthly performance overviews, reports can be scheduled or configured within VOISO’s historical reporting functionality. If your goals are having transparency, making data-oriented decisions, and finding areas for improvement, this number-driven environment would be a good fit.
For outbound call centers, VOISO has manual call lines available for setup, as well as built-in predictive and progressive dialers. CLI can be chosen based on the destination or using cut prefixes and can be randomly rotated for achieving higher answer ratios. Dialers support answering machine detection and are compliant with DNC and abandonment regulations. Redialing rules can be customized by campaign managers.
For inbound call centers, VOISO offers a queue management section where you can create scripts for scheduled shifts and days off, try different strategies for call and queue distribution, enable an IVR menu with DTMF, and monitor queue performance. VOISO supports five supervisor capabilities that can help with agent assistance and training.
VOISO’s agent interface is intuitive and has a softphone where all the relevant client information during each call will also be displayed if CRM integration is enabled. Agents have access to the usual ‘Hold’, ‘Mute’, ‘Blind transfer’ functionalities and can make a consult or a conference call. After a call ends and the agent logs its outcome, the call and its recording are automatically reflected in the system.
With VOISO, you can purchase numbers via a self-service portal available in the same interface. The infrastructure behind it has 12 points of presence worldwide, with their own hardware equipment in international data centers. Numbers can also be ported externally for those looking to improve their voice quality or decrease monthly call costs.
Deploying VOISO would require a single onboarding session and usually would not last longer than an hour. VOISO can also be set up for a free 14-day trial with only a select group of agents, while other employees continue to use the current solution. No yearly commitments or packages would be required.
Let us now take a deeper look at the key features of VOISO and find out how they can be leveraged by call centers with different goals.
Key Features of VOISO
1. Advanced Reporting and Monitoring
VOISO’s built-in widgets are available for drag-and-drop customization. You can create separate dashboards for different projects or teams. 20 widgets covering agent performance, queue monitoring, and dialer campaign management are available in the navigation menu.
Metrics are already visualized using pie charts, colors, and graphs, and can be further analyzed via scheduled reports or uploaded into a separate analytics system if the client prefers.
For daily agent performance monitoring, assisting during calls, finding weak spots, and enhancing key metrics, VOISO is a good fit for call centers of all types. Compared to other enterprise software solutions, it stands out with intuitive functionality, confidently offering all the required metrics available for analysis and customization, together with a historical reporting system.
2. Predictive Dialer and Answering Machine Detection
VOISO’S AI-based dialer automates the outbound calling process based on the campaign requirements and outbound call flow. It also reduces the average waiting time for agents to increase their efficiency. The dialer stays compliant with DNC regulations around call abandonment rates. For reaching more local clients, multiple strategies for number rotations can be used.
You can set up custom redialing rules for different call outcomes to improve ASR and call back rates. VOISO’s dialer supports DNC lookup and Answering Machine Detection, which allows agents to only spend time talking to real clients instead of answering machines, completing more outbound calls with the same amount of staff.
3. Global Number Provisioning
As discussed above, VOISO allows you to purchase numbers directly from its interface. You can choose to buy regional (city-based), national, geographical, virtual, and toll-free numbers in over 150 countries. VOISO can compete in local presence in each key market – US, Europe, Australia, APAC, etc. – enabled by in-country routing and local presence.
VOISO holds local telecom licenses and operates according to the consumer protection acts and regulations in each country. Thus, you neither need to go to multiple vendors to run your call center nor worry about legal matters with VOISO.
4. Security
To address the growing emphasis on security, especially in the remote work environment, VOISO offers customizable role-based administration, selective call recording, phone number masking, TLS and SRTP-secured communications, and sensitive data access reports.
5. Inbound calling
For each campaign, different call routing strategies (ring for all agents/ring agents individually) can be applied. Depending on the queue and selected custom scripts, pre-recorded messages or music will be played while customers are waiting or are on hold. You can also divert all calls to a certain number in emergency cases.
VOISO supports priority routing for VIP clients who can be connected to chosen agents by cutting queues. Alternatively, you can match calls to the most suitable agents with skill-based routing.
In addition to the above features, VOISO offers integrations with Amazon S4 and S3 for easy cloud storage and security. VOISO’s support team is available 24/7 in every time zone to help address any questions about their features and arrange a free trial.
The Final Verdict
VOISO stands out as a comprehensive solution as it offers not only the features required for call centers of all types but also the ability to purchase numbers within the platform, which can be considered its competitive advantage. We believe that VOISO’s functionality would especially benefit your outbound calls, using technology like Answering Machine Detection and AI-based dialer to boost agent efficiency.
For remote teams or BPO call centers, reporting transparency within the company or to the contracting agency can be achieved with real-time dashboards and historical monitoring. Your queues, calls, agents, and metrics will always be closely observed and easily managed. Agents will find the interface easy to navigate, and supervisors and campaign managers can focus on monitoring and improving their performance.
VOISO’s pricing model will be beneficial for cutting costs as you would only pay for the active user logins each month – no long-term commitments or packaged subscriptions involved. VOISO has a free 14-day trial which can be set up for a select group of your agents without having to move the rest off your current software. You can then compare the two solutions, consider all the features mentioned above, and make an informed decision for your call center.
You can know more about VOISO from its website or its SoftwareSuggest Product Profile Page.
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