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VoiceNet Helps Contact Center Managers Integrate Applications and Make Changes on the Fly

LEESBURG, Va., April 19 /PRNewswire/ -- Contact center managers constantly struggle with performance and technology issues like system downtime, data security, and the need to create and modify scripts and processes quickly and easily. With the recent upgrade of its VoiceNet contact center management software, Interactive Softworks helps overcome those challenges.

LEESBURG, Va., April 19 /PRNewswire/ — Contact center managers constantly struggle with performance and technology issues like system downtime, data security, and the need to create and modify scripts and processes quickly and easily. With the recent upgrade of its VoiceNet contact center management software, Interactive Softworks helps overcome those challenges.

VoiceNet offers complete inbound, outbound and blended multi-channel contact center capabilities, as well as robust routing, data management and reporting functions. The new VoiceNet version 5.2 includes numerous enhancements that improve system productivity, simplify system maintenance and facilitate integration with existing IT resources.

"VoiceNet has always been a strong asset in terms of its integration with other services and its business process management functions," said Bill Wiser, director of information systems development at Focus Services, a call center service provider that uses the new VoiceNet application. "With this upgrade, we're getting a system that's faster, smarter and more reliable. VoiceNet has really brought together our business processes and our IT systems."

VoiceNet is built around extensibility. VoiceNet's built-in Web Services Extensions make for easy integration with companies' legacy systems, third-party services and customer data systems. VoiceNet's Web-based management portal allows for comprehensive reporting capabilities and integration with Microsoft's SQL reporting services. The script publishing wizard makes script replication easy and can automatically publish changes to child scripts based on changes made to a single master script.

Based on a Microsoft SQL platform, VoiceNet 5.2 includes full VOIP support, a .NET scripting engine and support for the newest Dialogic cards and drivers. The Microsoft SQL data source gives agents faster data access and report processing, and it also eliminates many indexing, security and redundancy issues in other database types.

"In developing this new VoiceNet system, we worked toward the specific goal of making a faster, more reliable contact center management system," said Brenton Farmer, CEO and chief technologist at Interactive Softworks. "Improved uptime, better dialing performance and easier system maintenance are features our users will immediately recognize."

About Focus Services

Focus Services is a privately owned call center service provider, specializing in multi-product telesales and customer relationship management. Founded in 1995 with two employees, Focus has grown year over year by building strong, collaborative and effective vendor relationships with clients across multiple industries. Focus has 2,000 employees working in 8 Focus facilities, both domestically and internationally. For more information about Focus Services, Inc., please visit their website at http://www.focusservices.com.

About Interactive Softworks

Interactive Softworks provides enterprise software products and services for creating and managing complex, business-driven enterprises using service-oriented architectures (SOA), business-process management (BPM) and client-facing communication technologies. The company's headquarters are in Leesburg, Va., with additional North American locations and partner locations in Europe, India and Latin America. Interactive Softworks also produces the Evolving Contact Center podcast, which can be found at http://www.interactivesoftworks.com.

Contact: Robb Duke 678-762-9112 — office 404-664-3857 — cell rduke@interactivesoftworks.com

SOURCE Interactive Softworks

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