Customize

voiceBLUE is more than a powerful out-of-the-box solution. Using voiceBLUE application development environment, you and your team can easily build custom tools to meet your business needs. The Web Administration Portal is a HTML GUI with dozens of building blocks for Developing your system, such as call routing, extensions configuration, trunk configuration, voice mail integration, and much more.

Application Customization can also put several types of data at your disposal, including DNIS (the number dialed by the caller), ANI (the originating phone number), caller input using voiceBLUE integrated IVR system, or fields from your corporate database. You can use this data in your own custom applications to control all contact management functions—from contact routing to consolidated reports. To get you started, voiceBLUE comes with over a dozen pre-built applications for the most common contact center features. You can use this as-is, or they can serve as the foundation for more complicated custom features designed by you and your management team.

For example, callers can provide their account number to the IVR using their touch-tone phone. Then the system can check the account number against records in your corporate database. If a caller’s account is past due, your custom application can announce the caller’s past due amount and send the call directly to the billing department without additional live-agent interaction or transfers.

Integrate

voiceBLUE can link Interactive Voice Response (IVR) applications with your transaction database, so your customers can complete their own transactions without ever talking to a live agent. Where live-agent intervention is required, the building blocks in the Application Builder let you automatically route calls based on the intelligence in your database. Imagine sending callers directly to the billing department if their account is past due, or routing customers directly to a supervisor if they have a long history of customer service issues. Some call centers use voiceBLUE to route callers directly to the agent that helped them the last time they called!


Whatever your custom approach to contact routing, with voiceBLUE database integration, your customers can get connected to the appropriate personnel the first time regardless of their contact method. This reduces multiple transfers or message forwarding, keeping call times low and customers happy.


Adding database intelligence to your operations is simple using the Database Connector. Queries to your database are constructed in Structured Query Language (SQL), the standard language for communicating with most databases. Your custom queries, defined in the Application Builder, can update tables in the database or search for values based on caller or agent input. The data you retrieve is used to intelligently perform any communications-related action your business needs require.

Click here to view our voiceBLUE Capabilities overview guide (coming soon)

Click here to download our voiceBLUE Handbook (coming soon)

Click here to view our voiceBLUE product line (coming soon)