Speech-Soft Contact Center Products

Streamline. Empower. Tune up and tune in. Save time and resources with Speech-Soft Products and Tools for contact center applications, reporting, agent desktop and speech applications.

Skill Certification Testing Finesse Desktop Gadget:

Agents are able to take skill certification tests from their Finesse desktop. Supervisors notify agents on the Finesse desktop as to their eligibility to qualify for specific skillgroups or attributes. Agents may then take tests during non call periods. If an agent meets the supervisor/trainers set passing score, the agent is added to the new skill.

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Dynamic Agent Phonebook on Finesse Desktop

Low cost phonebook Finesse gadget for sharing customer, supplier or internal resource information between agents. Gadget enables phonebook search and click-to-call with both a personal and team-shared phonebook.

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Agent Self-Skiller:

Agent Self-Skiller enables call center supervisors to allow seasoned agents to change or expand their skills on their own in response to detected skill imbalance, growing wait times, or missed service levels.  Supervisors may toggle this capability “on” or “off” for the senior agent group. This is a Finesse gadget that would be placed on the target agent’s desktop.

 

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 ANI based Notes on Finesse Desktop

Simple, easy method to keep customer notes based on ANI. Notes are available within Finesse as part of ANI -based screen pop or lookup. Notes are date and time stamped and available to all agents.

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Contact us to talk about your speech or customer interaction needs