Voicent Call Center Manager is a core supervisory software module designed to monitor agent productivity, control outbound call volumes, and manage regulatory compliance. It integrates with Voicent’s tools—such as AgentDialer Predictive Dialer and BroadcastByPhone Auto-Dialer—and is available as both an on-premise installation and a cloud-based service. Key Supervisory Features
Whisper Coaching: Supervisors can talk directly to an agent during a live customer call to train them. The customer cannot hear the manager’s voice.
Live Call Monitoring: Managers can silently listen to active conversations to check agent performance.
Real-Time Visibility: Three dedicated windows track active lines, logged-in agent statuses, and running campaigns simultaneously.
Call Recording: The software captures and records live audio for future quality assurance and training analysis. Automated Compliance and Call Control
Pacing Adjustments: The system monitors real-time agent availability and slows down or speeds up outbound dialing automatically.
Safe Harbor Compliance: It regulates the “Dropped Call Rate” to keep telemarketing campaigns compliant with the U.S. Federal Trade Commission (FTC) guidelines.
Time Zone Management: The module cross-references area codes before dialing to prevent illegal or off-hours calls automatically. Tracking and Analytical Windows
The Voicent Call Center Manager UI splits operations into specific tracking panels: Call Center Software: Management Software – Voicent
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