VoltDelta is invested in creating value for call centers interested in adding remote agents, upgrading legacy infrastructure, and increasing their geographical distribution. Their virtual contact center solution realizes these goals in a way that saves on capital and equipment costs while delivering the flexibility to manage agents as if they were hosted at a central physical location. This is just beginning of service: VoltDelta goes a step beyond and offers additional features such as task automation, multichannel capability, and live auditing to engineer exceptional customer experiences. With customers in over 40 countries, VoltDelta is a gateway to the global marketplace.
Agents may utilize VoltDelta’s best-in-breed Delta ACD utility to gain a flexible telephony/desktop environment completely accessible through the browser–no additional hardware required. Secure HTTPS login pages provide the credentials needed to ensure only your employees are using the software, and all other necessary services will be loaded for the agent’s use through the desktop utility. Some of the features available to agents via the GUI include controls to answers calls, contact a supervisor, or host a 3-way conference call. Agents can also review and analyze their own statistics to encourage individual growth and self-improvement.
Supervisors will enjoy unparalleled flexibility and freedom to customize their service teams through DeltaACD. Agent profiles can be set up to include information regarding facilities, skills, applications and more traits that allow administrators to mix and match a visible workforce to their best-calibrated skills. Agent screens are copied to the supervisor workstations to allow real-time monitoring and review of agent performance, with the ability to make the agent aware or unaware that they are being observed. Individual agents and whole teams can be re-deployed to different skills at any time, giving administrators the power to react immediately to fluctuating customer needs.
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