Call Center Rules Engine

Precisely control line usage, call distribution and other processes with automated ease.

Voicent's Call Center Rules Engine enables you to easily control your Call Center for maximum efficiency and profitability.

With our Call Center Rules Engine, you can:

AUTOMATICALLY DIRECT LINE USAGE FOR MAXIMUM CONTROL

• Ensure specific campaigns get specific Caller ID signatures
• Choose preferred SIP vendors for specific campaigns or uses
• Manage line resources for cloud hosting clients
• Hot deployment for new rules without restarting call center software

CREATE AND MANAGE AUTOMATIC CALL DISTRIBUTION (ACD) PLANS

• Automatically route callers to specific agents exstensions based on sales history, language, location or any other factor

MATCH MESSAGES, CAMPAIGNS AND AGENTS FOR MAXIMUM IMPACT

• Logically choose the recorded messages that specific call types receive, based on preferred language, location or whatever segmentation you require
• When an outbound campaign reaches a live answer, automatically route the call to specific agents based on training level, language fluency or other factors

SPECIFY PARTICULAR AGENTS FOR PARTICULAR CALL DEMOGRAPHICS

• Match calls to agents based on age, location, product, sales history and more
• Precisely direct calls based on agent experience and expertise
  

Voicent's Call Center Rules Engine offers a level of fine control and sophistication once reserved for the largest call centers, yet maintains Voicent's hallmark simplicity and ease-of-use.

This powerful, flexible capability is available as an optional add-on to Voicent's Call Center Manager.