I work in a call center in the healthcare industry and I am evaluating voice mail software. What type of software and hardware would I need for PIN-controlled personal voicemail services that can provide alerts shared between patients and physicians? We would also need access through 800 numbers -- the alerts would be generated by an application with a .NET front end and SQL database back end.
Overall, voice mail software has matured substantially in the past few years and is delivering some wonderfully innovative solutions. Voice messaging has also expanded into unified communications. Many vendors in the market (and all of the ones that I know) should be able to integrate with a .NET back end, although the integration will require professional services. Most (if not all) voice mail software can issue alerts, which can be initiated by a variety of triggers and events. One of the first decisions you'll need to make is whether you want to use a network-based or premise-based solution. I suggest that you look at the following vendors:
Dig Deeper on Contact center software and applications
Side-by-side evaluations, reinforcement, training resources and coaching can help wayward contact center agents improve performance and catch up to ...
In this expert response, find some ways contact centers are using social media channels to manage customer contact volume.
Contact center managers can give agents a change of pace with varied tasks to take on during idle time.
Have a question for an expert?
Please add a title for your question
Get answers from a TechTarget expert on whatever's puzzling you.