In the opinion of Rick McFarland, a software developer and entrepreneur with three decades of industry experience, the golden rule for delivering great customer service is to treat customers the way they want to be treated. But often, the lack of connection between contact center phone system and the company database at the backend, or lack of connection between phone system and IVR system, tend to deter the companies from adhering to this golden rule of customer service. As a result, the callers often find themselves in the most frustrating of situations that waste time at both ends.
Voice4Net's custom interactive solutions are aimed at helping bridge this communication gap and enable companies to offer their customers what McFarland calls “a pleasant caller experience.” Its flagship solution is the Contact Center HD (CCHD), a useful tool for managing both voice and text communication. It helps manage both voice and text communication.
Developed with a mission to create a pleasant caller experience for both the customers and the customer service staff, the Voice4Net’s software is designed to integrate "telephony" and database systems. With the contact center agent gaining access to database at the back end, it becomes easier for the contact center agent to deliver optimal caller experience using the established telephone system.
Every call is crucial, and if an agent fails to deliver a fast and accurate experience for the caller, then it is waste of time for everyone. This is why McFarland thinks it is important for the call center agents to immediately see the corresponding information from the database in front of them. And Voice4Net technology gives the reps this crucial ability.
“Too often the phone system in their contact center is not connected to the database on the back end or the IVR system. There's no communication between them. Voice4Net offers our distributors our products that they can bundle with the phone systems they install for their customers. Contributing to customer relationship management, we bring the so-called 'middle ware' between those two, connecting the back end database to their established phone system so the agent can provide the optimal caller experience,” Rick McFarland explained in a statement.
“CCHD is multi-media, which means effective communication with customers any way any time. The customer can call into the system, reach it by live web chat, send a text, or email. Everything is consolidated into a single queuing system,” McFarland added.