Technology: Inbound Campaign


ViaSource Solutions seeks to maximize the customer experience with every contact.

To meet the multichannel communications of today’s inbound customer service environment we provide an integrated phone, chat, email and social media capability that is built into our the advanced ACD and IVR features that are called for, including: skills-based call routing, text-to-speech, CTI screen pop, CRM integrations, and more.

Inbound Campaign Capabilities

ACD: Route callers to the right queue, with the right priority, and route them to the next available agent with the right skills

IVR: Walk callers through self service applications or gather caller information needed to identify the best available agent.

CTI: Improves productivity by giving agents relevant and timely contact information, and integrates phone controls with other applications.

Toll Free Numbers: We can provision new toll-free, international toll-free and DID numbers, or migrate existing numbers for your inbound campaign.

Call Conferencing: We can implement sophisticated IVR applications that allow callers to create conference calls, by calling additional phone numbers to add participants.

Speech Recognition: We can create advanced IVR self-service applications to your callers by enabling them to provide speech input in addition to DTMF.

Text to Speech: Provides dynamic information to your contacts by automatically converting text data into spoken words.

Voice Mail: We can offer your callers an opportunity to leave voicemails for individual agents or the next best available agent.

PBX: Our professional solutions resources can add Call Center Software to your existing PBX infrastructure for advanced CTI, IVR, ACD, Predictive Dialing, and more.

Call Recording: To assess the quality of agent performance and the customer experience; use recordings as supporting documentation for transactions.

Skills Based Reporting: to get the call to the customer service rep with the correct language skills, training and technology to meet the specialized needs of today’s sophisticated consumers.

Phone, Chat and Social Media: Channels are managed 24/7 in our robust contact center platform.

Call Quality Monitoring: WE ensure a positive customer experience by silently monitoring agent conversations with contacts, whisper coaching and barging-in when needed.

Activity Reporting: Over 100 customizable reports implemented for ACD Queues, Agents, Calls, Campaigns, and more. Thousands of permutations possible.

Real-Time Reporting: Personalized dashboards, views and alerts to monitor real-time call center statistics on ACD Queues, Agents, and Campaigns.

CONTACT HISTORY DATABASE: Maintains contact information and call activity so that it’s available for IVR applications and at agents’ fingertips while handling calls.

Cloud APIs: Allows us to build advanced software integrations between call center software and other enterprise software applications.

At-Home Agents: Supports a distributed workforce, flexible resource allocation, and new hiring models.

Encrypted VOIP Architecture: Leverages the low cost, high availability and high scalability of the internet for phone calls with crystal-clear voice quality.

Web Callback: We can integrate websites with our call center software so that visitors can request immediate or scheduled callbacks from our call center.