UX overview

Who should read this article: Administrators

The Voiso CCaaS platform enables you to set up and run your contact center from one powerful interface. Admins, agents, and supervisors access features, tools, dashboards, and settings according to their user role.

Introduction

The Voiso Contact Center as a Service (CCaaS) application enables you to set up and run your contact center from one powerful interface.

Voiso Main Menu Bar

To use a feature or capability, click a menu and select the application feature, such as Real-time dashboard.

Voiso Main Menu Select Real-time Dashboard

The menus that are available to you depend on your role in the contact center and what capabilities you have purchased. The following table summarizes the Voiso menu options.

Feature area: Reporting

Feature	Description	Core	Pro
Call Detail Records	Access your call data using sophisticated filters to find the information you need	✔	✔
Historical reports	Create and schedule regular reports about call center and agent performance	✔	✔
Real-time dashboard	Create a dashboard using custom widgets to monitor the contact center metrics that are most crucial to your business	✔	✔

Feature area: Inbound

Feature	Description	Core	Pro
Numbers	View, manage, and buy numbers for your contact center from all over the world	✔	✔
Queues	A system to distribute (route) inbound calls from your customers (contacts) to your users (agents)	✔	✔
Flows	Use the Flow Builder to design, configure, and manage sophisticated interaction flows based on business processes.	✔	✔
Blocked numbers	Specify a list of numbers that cannot call your contact center	✔	✔

Feature area: Outbound

Feature	Description	Pro
Dialer campaigns	Create powerful outbound dialing campaigns that maximize your call success	✔
Caller ID groups	The list of Caller ID numbers that are grouped together for outbound calling strategies	✔
Number validator	Lookup phone numbers to ensure they are valid before using them for outbound dialing.	✔
Caller ID Risk Check	Ensure that your calls appear safe to your contacts and that your calls will be answered	✔
Call suppression	The list of suppressed (temporarily blocked) outbound numbers that will not be redialed until after certain conditions are met along with the list of numbers that may not be suppressed (temporarily blocked) during outbound calling	✔

Feature area: Users

Feature	Description	Core	Pro
Users	The list of all agents, supervisors, and other contact center personnel that are part of your inbound and outbound business strategies	✔	✔
Teams	A group of users that work on a common business process	✔	✔
Skills	A list of agent skills specific to your business. Skills are assigned to users to enhance call routing to the agent or queue with the best qualifications to handle specific calls	✔	✔

Feature area: Administration

Feature	Description	Core	Pro
System settings	Global settings for your contact center that determine what features are available and how they should function	✔	✔
Webhooks	Subscribe to call events that you can use for your automated workflows, custom integrations, and automated tasks.		✔
Billing	Information about your account and its current status	✔	✔
Security access groups	The list of user roles and their specific access permissions		✔
Digital channels	Connect, configure, and manage digital channels to your contact center to enable your agents to handled omnichannel interactions. Webchat is available for the Core plan. Additional channels are available for the Pro plan.	✔	✔
Integrations	Use these settings to integrate your CRMs and other services with Voiso. Additional integrations are available at higher plan levels.	✔	✔
Allowed hosts/subnets	The list of allow list IP addresses for your contact center	✔	✔
Media	The audio files that are played to your contacts and users during different phases of call routing and handling	✔	✔
Unavailable codes	The list of reasons that an agent can select when they set their status to Unavailable	✔	✔
Wrap-up Codes	The list of custom call outcomes that agents can select when they complete a call	✔	✔
Topics	Specify which topics are enabled for the Topic Identification feature, which automatically categorizes call recordings with relevant topic labels.		✔
Keyword groups	If Speech Analytics is enabled, this list enables you to specify the words and phrases you want to monitor		✔
Message templates	Templates that agents can use for SMS and omnichannel messaging	✔	✔
Sender ID groups	The IDs that are used for SMS and omnichannel messages	✔	✔
Delete recordings	A tool to manage and delete call recordings to ensure that you are in compliance with local legislation	✔	✔

Feature area: Messaging

Feature	Description	Core	Pro
Broadcast messages	Send messages to users and teams in your contact center	✔	✔

Voiso UX

Voiso endeavors to provide you with a consistent user experience (UX) as you leverage features to maximize your productivity and the efficiency of your contact center, whether you are an agent handling inbound or outbound interactions, an administrator configuring and maintaining your contact center, a manager conducting an outbound calling campaign, or a supervisor monitoring agents and contact center performance, Voiso has features for you.

Administrators should check out these articles:

Supervisors and managers should check out these articles:

Developers should check out the developer portal:

Developer's portal and APIs

Agents should check out these articles: