VOXEN Call Center
The clinic's phone operations, under control
Manages calls, agents, queues, and the quality of patient service.
Familiar problems
What managers usually can't see
Three things that get lost when calls live outside the system.
A first-time patient calls once. If the call doesn't go through, they go to a competitor.
Capabilities
What Call Center does
Everything happening on the line, in one place.
- Current call and queueAgents see who is waiting
- Work statusavailable / on a call / on break
- Shift call historyAt hand, no manual logs
- Agent statusesWho's on a call, free, or on break
- Current queueHow many patients are waiting
- Missed callsImmediately, not in a report at month's end
Roles
Everyone sees only what they need for their job
| Feature | Agent | Supervisor | Manager |
|---|---|---|---|
| Inbound and outbound calls | yes | yes | no |
| Queue and wait time | yes | yes | yes |
| Own work status | yes | yes | no |
| All agents' statuses | no | yes | yes |
| Call recordings | no | yes | yes |
| Shift and period reports | no | yes | yes |
Agent
- yesInbound and outbound calls
- yesQueue and wait time
- yesOwn work status
- noAll agents' statuses
- noCall recordings
- noShift and period reports
Supervisor
- yesInbound and outbound calls
- yesQueue and wait time
- yesOwn work status
- yesAll agents' statuses
- yesCall recordings
- yesShift and period reports
Manager
- noInbound and outbound calls
- yesQueue and wait time
- noOwn work status
- yesAll agents' statuses
- yesCall recordings
- yesShift and period reports
Telephony and equipment
Works with SIP telephony
Agents work from SIP handsets. Existing phone numbers are usually kept. We'll check phone compatibility during the assessment and supply the equipment ourselves.
Setting up the platform, telephony, queues, and equipment is part of implementation.
We'll show you Call Center on your own calls
We'll look at what happens with missed calls today and what will change.