"Too often," he adds, "the phone system in their contact center is not connected to the database on the back end or the IVR system. There's no communication between them. Voice4Net offers our distributors our products that they can bundle with the phone systems they install for their customers. Contributing to customer relationship management, we bring the so-called 'middle ware' between those two, connecting the back end database to their established phone system so the agent can provide the optimal caller experience."
In all of the official literature connected to such Voice4Net system solutions -- the Contact Center HD (CCHD), Screen Pop Pro Server (SPPS), Interactive Voice Response (IVR) and Event Broadcast System (EBS) –there is mention of a key takeaway for the companies that buy Voice4Net technology with their telecom systems: ROI. Whether they employ a single solution or a custom-designed mix, the end result for users is a significantly stronger Return on Investment.
The Voice4Net website has a References & Testimonials page listing and showing the logos of some of the company's most valued new and ongoing relationships with everything from restaurant chains, financial institutions and telecommunications companies to healthcare companies and local municipalities of various sizes.
"There are some other companies like ours out there, with software designed to help automated call centers, but we go about our business in a unique way," says McFarland. "Our philosophical approach goes back to the platinum rule. Where most of my competitors make software they think the industry will want and hope their instincts are correct, I go to my distributors directly, find out the specific needs of their customers and build what they want. It's a hands-on, custom boutique approach."Voice4Net's flagship solution is the Contact Center HD (CCHD), created to provide easy-to-use tools for managing both voice and text communication. It helps manage both voice and text communication. McFarland says, "CCHD is multi-media, which means effective communication with customers any way any time. The customer can call into the system, reach it by live web chat, send a text, or email. Everything is consolidated into a single queuing system."