voiceBLUE includes a basic suite of reporting and monitoring tools that help managers evaluate performance, assess trends, identify problem areas, and improve service levels. These tools provide the knowledge that the call center management team can then use to customize every aspect of the operation for continuous improvement in productivity and customer satisfaction. We provide full access to the full Call Detail Report (CDR) database so you can create custom reports as required.

voiceBLUE reports can be evaluated historically or in real-time, giving managers total visibility of individual agents, teams, or the entire contact center—regardless of where agents are physically located. Managers can access these reports from any location as long as they have Web-browsing capability and the appropriate security privileges.

To further improve the visibility of managers and supervisors into the performance of their agents, voiceBLUE allows single-click call monitoring and call recording, also from any location with Web browsing capability. You can establish custom criteria to determine which calls are recorded automatically, and all recorded calls can be emailed to supervisors or your quality assurance specialists for immediate review.

As an integrated solution, voiceBLUE reporting, monitoring, and recording features simplify the toughest aspects of call center management and give supervisors a comprehensive view of each agent’s contribution and any obstacles to success.

But seeing the big picture isn’t the same as doing something about it. That’s why voiceBLUE comes with powerful Web-based customization tools for call center administrators. These tools make voiceBLUE more scalable and flexible than any other call center solution on the market. For example, managers can add new agents, agent positions, skills, and routing logic from their own desktop computers using self-service software on the Web.

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)