Getting started

Who should read this article: Administrators, Supervisors

This guide is for contact center administrators and supervisors who are ready to explore Voiso, our cloud-based Contact Center as a Service (CCaaS) application. An agent's guide is also included to help you train agents.

Introduction

Voiso is a powerful cloud-based web application suite that enables you to deliver on your contact center objectives. Accelerate your outbound sales with the Voiso AI-powered predictive dialer (Predictive Dialer), automated logging, and customizable campaigns. Use the Voiso dashboard to drive the performance of your contact center. Bring clarity and organization with a suite of intuitive dashboards and widgets.

Integrate Voiso with your CRM to enable click-to-call, calling list import into your outbound campaigns, screen popup contact record, and integrate your Voiso call history (call outcome logging) with your CRM database.

Voiso’s advanced call recording and call detail record (CDR) logging lets you take advantage of customizable call events or stages, event-based navigation, and an intuitive search engine.

Use the Flow Builder visualization canvas to create inbound interaction flows for voice and digital interactions, including creating self-service IVRs and chatbots.

Voiso's Speech Analytics suite uses Artificial Intelligence (AI) to process and analyze call audio recordings. Speech analytics is applied to the following features:

• Keyword compliance
• Conversation scoring
• Topic identification

Use real-time monitoring to take the pulse of your contact center. Dive into a wide range of historical reports that provide all the metrics you need to assess the performance of your team and campaigns.

The Agent Panel provides a powerful yet simple-to-use tool that enables agents to easily make and receive calls, join outbound campaigns, and monitor their performance.

Supervisors can view agent performance and monitor, coach, and join calls in progress. Call recording ensures that agents are delivering quality to your customers.

Agents can be reassigned to different queues on-the-fly to enable you to respond to dynamic changes to call waiting times.

Easy onboarding

It is easy to get started using Voiso. Visit our website and request a demo or talk to one of our Contact Center experts!

Once you've seen Voiso in action, you can request a trial where our onboarding experts will set up a personalized experience based on your needs. During the trial, you only pay for the calls you make, and topping up your balance is simple with PayPal or credit card.

During setup, our team can help you get regional numbers or connect your own, and you’ll get full admin access to manage your team and configuration:

• Add users, custom roles, and teams
• Configure skills and call wrap-up codes
• Set up caller IDs and dashboards
• Protect your network with allowed hosts and subnets

Quick Start Resources

Take a look at these helpful articles to get going:

• How to set up your equipment and softphone
• How to start making calls with Voiso
• How to start receiving calls with Voiso

Signing in to Voiso

Voiso's one interface – many views approach ensures that different users access different features depending on the privileges you set.

Admin

When an administrator signs in, they have all the Voiso capabilities enabled and available in the navigation bar.

Supervisors

When a Supervisor logs in, they have a subset of Voiso capabilities enabled and available in the navigation bar.

Agents

When an Agent signs in, they have access only to the Voiso Agent Panel, the tool they use to make and receive calls, or the Omnichannel Workspace, the workspace they use to handle digital and voice interactions. Digital interactions include Webchat, WhatsApp, Telegram, Viber, and more.

Agent Panel

Omnichannel Workspace