NBS, a NY metro area based telecom carrier, reseller and MSP, announced the release today of the latest version of its popular set of management and reporting tools for inbound call center clients. The NBS VoICE Manager incorporates 5 valuable web-based tools into its administrative portal. Giving companies the power to dictate the direction of inbound communications, the NBS VoICE Manager Console, Call Flow Manager, Queue Manager, Sound Manager and CDR Tool offer advanced call handling, routing, call recording and reporting functionality.
"Inbound call centers can take charge of the direction and flow of their call traffic to a level not previously attainable" stated Russell P. Markman NBS' President. "From recording and managing IVR scripts to queuing, recording and routing calls, to creating detailed management reports, VoICE Manager is a valuable resource for the call center customers we serve" he added.
As part of an integrated set of web portals, each specific tool has its own vital function to perform. Call Flow Manager controls the direction of Auto Attendant and Interactive Voice Response (IVR) systems and directs the flow of inbound calls with multiple ring, queue and prompt strategies. The Queue Manager allows for viewing of Automatic Call Distribution (ACD) data and real-time and historical reporting, showing queue agent activity by name and time of day and allowing multiple queue configurations. With the Sound Manager users can generate and apply, in Call Flow Manager, pre-recorded messages and prompts. The CDR tool produces comprehensive Call Detail Records and management reports and allows the user to search and sort through all inbound and outbound call logs. A number of parameters can be selected, such as date range, DID and call type for call record retrieval. The tool allows for easy uploading to Excel if further manipulation of the data is required. Since the data is collected as calls are completed, the data set retrieved is virtually real-time. Finally, the VoICE Manager Console gives managers and receptionists real-time information regarding busy status of stations. In addition to busy status, VMC shows caller ID information, call duration and, for call center agents, log-in status.
"As a management tool the VoICE Manager Portals put all the critical data necessary for call center strategic decision making right at your fingertips" commented NBS founder and CEO Jon Kaufman. "They truly do manage all inbound commercial voice communications and allow you to take a proactive role in directing and controlling corporate telecom as a whole" he added.
NBS is available to discuss further the details of their VoICE Manager Web Portals, and all its other telecom products and services, at the Spring Channel Partners show in Las Vegas this week. The show is taking place this year at the Rio-All Suite Hotel and Casino, from March 1st through the 3rd (NBS is at booth number 1429). Additional information on NBS and their full suite of VoIP and traditional TDM offerings can be found on the web or by calling 1-888-474-4968.
Founded in 1984, NBS (nbsvoice.com) provides a wide variety of voice, data, and Internet services to a diverse customer base that includes residential, small business, and large corporate clients. NBS interfaces with several major carriers including AT&T, Verizon, Qwest, Covad, Level3 and Paetec. NBS has also deployed their Voice over Internet Communications Exchange (V.o.I.C.E.), a full-featured VoIP platform which provides hosted and trunk replacement voice services to wholesale, commercial, and residential customers nation-wide. These unique capabilities allow NBS to mix various services from multiple carriers and to provide unified communications and a one-stop-shop approach to all varieties of telecom solutions.