Products

Come and see our products, and how they can help your business…

Click 2 Talk

UNIFIED COMMUNICATIONS
Unified Communications is all about Unified working, and with our new Click2Talk applications productivity can be increased as voice moves out from a Silo product to a fully integrated function.

DESKTOP INTEGRATION
With our new Click2Talk solution, developed for Broadsoft, every employee’s productivity is increased thanks to the features provided. For example, the caller’s phone number and other relevant data can be shown on screen before the call is answered.

MAXIMISE YOUR INVESTMENT
Telephone numbers for contacts can also be searched and dialled directly from within the CRM application and screen pop in CRM for inbound calls. Click2Talk is a desktop based Computer Telephony Integration (CTI) product designed to help you get the most out off your hosted IP telephone system.

Male hand holding computer mouse with laptop keyboard in the background
call-centers-growth

Real Time Reporting

“You cannot manage, what you cannot measure”
Over 50 real time reports on every user, inbound and outbound. Live Wallboards are available from Tablets, PCs, Smart Phones and TV/Monitors. Scheduled reports can be emailed out. Full Supervisor control for ACD Agents, such as silent monitor, change agent state, real time presence and click to call functionality.

Customise Wallboards
Your customised wallboard offers a display of real time statistics in large individually configurable tiles, where each statistic can have a specifically configured alarm. The wallboard offers you a fantastic overview of your business’ performance.

Key Benefits:

  • No software to buy or maintain
  • No additional PC’s to acquire or maintain
  • Ongoing support always included
  • Minimal connection costs
  • Speedy & Minimal technical set up
  • Pay As You Go
  • Multi-Site reporting as standard
  • Cradle To Grave & Internal call tracking
  • Auto Attendant & Phreak Detection
  • Use when you want, even month by month
  • Works on MAC, PC, Linux, Tablets & Mobiles
  • Always up to date
  • Dynamic Abandoned Call Recovery
  • Available anywhere & everywhere
  • Real-Time & Historical reports

Call Recording

On Air
Powerful call recording software underpinned by cutting edge analytics and visual dashboards provide an essential combination for an entire understanding of your customer’s experience, resulting in excellent customer relationship management and enabling outstanding customer service.

Playback
Dubber playback enables us to bring call recording to the mass market. Each of your calls are saved for 3 days, leaving the user with the option of listening to them. If you swipe to listen to a call, it is then stored for a year. This is a fantastic tool for anyone who uses a phone as we have all had that moment of; what was that phone number, what was their name, did they say this Thursday or next Thursday, do I just need milk or did they say bread as well?

Why Record?

  • Monitor call quality and staff performance.
  • Resolve “who said what” disputes Protect staff from abuse
  • Train staff on call handling techniques to improve performance.
  • Rescue defecting customers Reveal customer service workflow issues.
  • Regulatory compliance (FCA Regulation).

Flexible Seating

What is flexible seating?
Flexible Seating is a product that allows users in a group to log into a VoIP phone, which then downloads the specific user configuration to that handset allowing users to move around the group using different handsets.

Use Cases

  • Remote/Homeworker
  • Shared space/full office
  • Not all desks are used every day
  • Users can move between different offices but still have full functionality
  • More users that hardware maximizes the customer investment

Key Features

  • Phones are configured as the host
  • Part of the Plus Pack – No license required for the handset
  • Any user can ‘home’ to any configured phone
  • Full configuration downloaded to a phone

UC-One

UC-One combines secure instant messaging and presence, desk and mobile HD voice communication, video calling, and desktop collaboration into a single application interface that is available on Mac/Windows/iOS/Android tablets and mobile.

Features

  • Chat and presence provide the visibility of your co-worker’s status, with full history
  • Application integration via UC-One Hub
  • Virtual meeting room. Audio, video and screen share with colleagues and guests, up to 30 video participants
  • Any device, tablet, mobile, desktop or physical phone
  • Space for persistent workspaces, keeping all your files and conversations together in the same place
  • Federation with WebEx organisations

Hub

Hub combines UC-One with cloud applications you use every day, such as Google G Suite, Office 365, Salesforce, Twitter and Box.com.

Hub brings context from those apps into your conversations, removing the chaos from flipping screens and minimizing distractions from searching for that last file you shared.

Hosted Telephony

Hosted Telephony offers the upmost level of reliability and security. Call quality is vastly improved from the days of land lines, and all of the pieces are in place for flexibility, scalability, as well as business continuity.

Akixi

Advanced

Akixi 2000 service level of our call reporting software provides businesses with our most advanced call monitoring and tracking solution, allowing supervisors to successfully manage call centre operations with improved efficiency.

Our most powerful and complete contact centre tool for the provision of advanced analytics.

Powerful

Working with accurate and in-depth call centre management reports on Akixi 2000 means gaining access to invaluable insights on business KPIs. Along with significantly improving the quality and consistency of the customer contact you provide, ACD (Automatic Call Distribution) call centre reporting can also have a direct impact on the wider performance of your team and your business.

Improved

Akixi 2000 provides powerful ACD call centre reporting and our most advanced call analytics service. Effectively monitor and measure your ACD agents’ statuses, do-not-disturb activity and general performance. Identify performance issues and areas for improvement, find out which employees are performing above or below required norms, improve staff training and enhance the efficiency of the entire team.

Intelligent IVR

Always on. In the Cloud.

With our 5×9’s platform with the capability of Intelligent IVR provides an incredibly powerful solution for your end customers.

Inference’s software-as-a-service offering is used globally by Government, Fortune 500 and small businesses. Virtual agents automate transactions, support live agents and handle millions of conversations across phone, text and web 24/7.

Anything

Virtual agents have a wide variety of skills including speech recognition, natural language processing, text-to-speech, voice biometrics, transcription and API integration. They’re always working and always learning new skills.

Your agents can work on tasks across different channels. They can perform back office functions as well react to changes in your business in real-time. They’re security conscious. Fully PCI compliant. Fully HIPAA compliant.

Major Enterprise Features

All the features that your agents need and your customers want

Overcome the limitations of your current solution

Candy Shop

Feel like a kid in a candy shop with over 500 features to choose from.

Our array of features have enabled our partners to explore and expand into new verticals, offering fully tailored solutions and significant cost savings.

Thanks to our open eco-system and API’s, available to all channel partners of Evolve IP, bespoke solutions can be created to meet the unique requirement of your end user.

Offer you the peace of mind you deserve

“The safest pair of hands”

With Evolve IP, you really are in “the safest pair of hands”.

This is because we are operate a 99.999% up-time hosted telephony carrier grade solution.

Unlike some providers, we have innovated in our data centres across the world to increase our resiliency.

With data centres in the United Kingdom and the US providing true carrier grade resilience solution with low latency to our partner customers across the world.

In the event of a natural disaster, we can seamlessly cut over to any data centre, in any continent in less than a second with no service interruptions, worldwide.

Take you around the world

Here’s your passport

Take yourself round the world with Evolve IP,

With access to 72 countries worldwide and local breakout in 21 of those countries including: USA, France, Italy, Canada, Germany, Spain and Holland to name but a few, the world really is your oyster.

Grab your passport and come with us for the journey.

Work Anywhere

With Evolve IP, you are able to work anywhere in the world as if you were in your office.

This is key in a modern business world:

  • Present your business number from your mobile, anywhere in the world
  • Flexible Seating
  • Global extension dialing

Multi-point video comes to Evolve IP

Evolve IP virtual meeting room brings people Closer, In HD, Visually Connect, Any Device, Protocol, Platform or Place while supporting Flexible Working.

White Labelling

The virtual meeting room product offers white label branding allowing you to have your own portal for your customers with your branding and colour scheme as well as your own domain.

A mandatory requirement for all channel partners

With the UK reported as the third most targeted country globally for toll fraud this multi-billion dollar crime is rising by an estimated 15% annually. The average cost of £14k per victim is often only discovered when the bill arrives, and it’s too late.

Here at TVF we don’t like surprises and have designed a bespoke solution to protect against this ever-increasing threat. With intelligent monitoring to protect your system, Sentry is a proactive solution reporting suspicious activity and offering multiple thresholds to ensure only genuinely fraudulently activity is prevented.

Sentry is a mandatory requirement for all channel partners, and because we are so committed to security we offer this fraud management service free of charge.

To find out more about this please contact sales@thevoicefactory.co.uk