WorldSmart's Call Center Services

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WorldSmart Awards

Red Herring 2010 Top 100 North America High Tech Startups Award
Unified Communications Excellence Award
Unified Communications Solutions, Product of the Year Award for WorldSmart
Communications Solutions, Product of the Year Award for WorldSmart
Customer Interaction Solutions, Product of the Year Award for WorldSmart CallCenter
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See How We Save You 50-75% on Your Total Communications Costs

"WorldSmart 4.0 is a game changer for us. It creates an environment of unified communications that center on my user's contact lists and is natural and intuitive to the point where training becomes a non-issue, accelerating how and when new tools can be deployed in our environment."

Dominic Namnath
CTO
TriCounties Regional Center

"I love how all of Communications are located on this one WorldSmart 4.0 webpage, this truly brings forth the "Unified Communications" aspect and it is already helping increase my productivity!"

Mike Moniz
Sr. Network Administrator
Biolase Technology, Inc.

"I just demoed Panterra 4.0 for the 1st time and it couldn't have gone any better. There was quite a "wow" factor with the customer I presented to. I'm really excited by the future."

Matt Dainko
VP -Sales
Fluid Networks

"PanTerra runs their business in an old school way while offering a state of the art unified communications solution. There are very few companies around anymore where one can actually talk directly with a knowledgeable person when you need assistance. PanTerra takes this one step further and provides access to their executives on ideas and suggestions. PanTerra provides me the confidence I need as my communications provider because of their innovative communications solution and superior support. Great people, excellent product and fair pricing; what more can I ask for?"

Rollie Herman
Westpac Marine Services, Inc.

"I really like being able to have every function from the dashboard linked with the messenger i.e. faxing, voicemail, call routing, soft phone. Everything is just a lot easier to access, and it seems to me that the functions will be a lot less confusing for some of our customers."

Jackie Lange
Customer Support
Fluid Networks

"Since we do not have a full-time IT support person, it is business critical that PanTerra Networks provides support and service that is "off-the-hook" And their support and service is just what we are looking for and just what we need"

Ron Wessels
COO
MDK Motorsports

"Your customer support has been great from installation, configuration, porting, and maintenance and all your techs have been wonderful."

Bradley Broussard
IT Administrator
Cenergy International

"We found the response from the PanTerra Networks Support staff to be second to none that we have experienced. The support staff was always quick to assist and concerned about any issue we had, no matter how small. On a scale of 1 to 10, the Support Management and staff get a resounding 10 from me."

Mike E.
Special Projects Manager
Manufacturing Company

"The savings in time, resources, and money we experienced with the WorldSmart Call Center service were immediate and dramatic. But equally important improvements, such as the superior responsiveness to our customers that we can provide, and resolving almost all inquiries from our customers in a single call, have also been made possible. Our customer satisfaction has soared with the PanTerra solution."

Mike Moniz
Sr. Network Administrator
Biolase Technology, Inc.

"I found PanTerra has the only solution in the market today that unifies all communications and collaboration applications at both personal and organizational levels, enabling us to communicate most effectively on a global scale. PanTerra provides us excellent support and their quality of service is superior. Most importantly, the WorldSmart solution has saved us a lot of time and money."

Cary Sholer
Chairman & CEO, WaveStrong, Inc.

"PanTerra's WorldSmart Communicator not only has cut my communications costs in half, but its feature set has truly increased my broker's productivity. I can share a desktop with a client to show them market trends instantly. And the secure IM provides a confidential means of connecting to multiple clients at once."

Chip Unsworth
Chairman and CEO
Legend Merchant Group, Inc.

"The best thing I like about PanTerra's solution is the mobility. At any time, we can move our IP phones to anywhere, such as home or remote offices, and simply plug into the Internet connection to work with our corporate resources and communicate with our clients and colleagues around the world. Or you can just carry your laptop that has the soft-phone integrated with the WorldSmart secure Instant Messaging. The Outlook exchange integration is really cool. Voicemail, fax and emails are automatically delivered to a single unified box, enabling easy access, archiving and playback of messages from anywhere."

Jim Wells
IT Director
M-Factor, Inc.

"WorldSmart-CCA is the perfect application for our customers to manage their critical tasks directly from their Salesforce accounts. The reason we chose WorldSmart-CCA is that WorldSmart is a complete suite of cloud-based unified communications services. Our customers can truly benefit from a single platform for all their communications needs. The well integrated WorldSmart-CCA along with the Salesforce Call Center components offer our customers the most comprehensive solution and the greatest return on investment."

Greg Walker
CEO
Dynamix Unified Solutions
PanTerra Partner

"We feel that PanTerra provides a more powerful, comprehensive set of tools for the SME marketplace than its competitors. What makes PanTerra's solution compelling is the fact that it delivers a higher value and a greater opportunity for integration with our other products. The ability to engage multiple services from a unified environment is certainly attractive to our customers and positions us as a leader in the communications space. Most importantly, PanTerra's platform is future-proof and presents a wide range of opportunities for customers trying to stay ahead in a difficult financial climate."

Steve Ayzen
Director of Sales
Strategema
PanTerra Partner

"Polycom offers a full range of VoIP endpoints and professional services that seamlessly integrate with PanTerra's WorldSmart platform to create an advanced and highly productive IP telephony environment . By certifying interoperability through Polycom's VoIP Interoperability Program, PanTerra Networks is helping its customers take advantage of the exceptional sound quality, intuitive user interfaces and ease of deployment of Polycom's SoundPoint and SoundStation product lines."

Chalan Aras
Vice President of Marketing
Voice Communications Division
Polycom Corporation
PanTerra Partner

"PanTerra's WorldSmart for AppExchange advances the AppExchange cloud-based operating system vision, by allowing any small or medium sized business the ability to immediately provision a complete cloud-based Unified Communications service within minutes. WorldSmart is to Unified Communications, what Salesforce is to CRM. PanTerra recognized the need to offer a complete cloud-based Unified Communications suite that will eliminate the need for SMEs to purchase siloed solutions that cost significantly more and lack the benefits of an integrated offering."

Bobby Napiltonia
Sr. VP, Worldwide Alliances
salesforce.com
PanTerra Partner

"WorldSmart has already been proven a success for our customers, with its bundled service and immediate provisioning from anyone's desktop. Customers are profiting from significant cost savings within days."

Binda Mangat
CEO
Quorum Technologies
PanTerra Partner

"I am pleased to honor PanTerra Networks for their hard work and accomplishments. Their commitment to quality and excellence benefit the contact center experience as well as ROI for the companies that use them. For 11 years, Customer Interaction Solutions magazine has recognized the companies which demonstrate excellence in technological advancement and application refinements."

Nadji Tehrani
Executive Group Publisher and Editor-in-Chief
Customer Interaction Solutions Magazine
Industry Expert

ACD Call Center

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  • Complete in-bound ACD service with multiple call queues, call recording and live monitoring
  • 100% Browser-based Live Monitor
  • Enable "virtual" call center workforces seamlessly
  • Revolutionary unlimited service
  • Call recording and Live Call Monitoring
  • Supervisory modes: silent listen, whisper, barge-in
  • Collaboration features including Desktop Sharing and Remote Desktop Access

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Advanced ACD Features

WorldSmart's enterprise-wide ACD is tailored to serve the SME market, where all of the upfront capital and management cost is removed from the customer. Running over PanTerra’s award-winning cloud-based SaaS platform, your agents can be located anywhere in the world and still be part of your call queue. PanTerra enterprise-wide ACD provides advanced live monitoring features with options of listening, conferencing and coaching. Silent mode allows a supervisor to listen to an agent's current call with a customer. Whisper mode allows that same supervisor to whisper into an agent's ear without the customer hearing. Barge-in allows that supervisor to break into a live call to chat with the current customer. All these modes can be activated for all calls, at random or at regular intervals. Your call center supervisors or administrators can monitor agents’ calls to ensure better performance and superior customer satisfaction.

ACD screen shot

PanTerra's ACD comes with Live Monitoring, Call Recording, Whisper, Barge-in and Silent Modes

WorldSmart CallCenter's ACD key features include:

  • Intelligent dialer
  • Call center real-time reporting
  • Logic-based routing
  • Music on hold and recorded messages
  • Browser-based ACD live monitoring with wall projector capability
  • Silent/whisper/barge-in mode
  • Call queuing
  • Enterprise-wide automatic call distribution
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ACD Call Queuing

CallCenter's ACD call queuing is a sophisticated queuing system that enables your call center to accept more calls into your PBX than your agents are capable of answering at any one time. It is ideal for managing and distributing incoming calls so you can give your customers that extra added attention. With ACD call queuing, you never lose a customer because your agents could not answer the call. Your customers are answered automatically and held in a queue while all your agents are busy. While waiting for an agent, customers receive a greeting message followed by on-hold music. WorldSmart's ACD call queuing is user-friendly and offers web based access to easily setup and customize it to fit your business needs, such as setting up multiple call queues.

WorldSmart CallCenter's Call Queuing key features include:

  • Automatic answering
  • Music on hold
  • Web-based management
  • Call queuing on/off configurability
  • 10 call queues included (more available as add-ons)
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Inbound and Outbound Call Recording

WorldSmart's call center service improves the quality of customer service and agent training with a centralized recording service in three different patterns determined by your preference – dynamic, random and regular. Dynamic call recording is agent specific and records during the course of a call conducted by a particular agent. Random call recording is determined by the call center at a pre-designated pattern, such as one out of every certain number of calls to be recorded. Regular call recording is used to record all calls in a certain queue or to a certain agent. Call recording can be easily turned on or off at a user-friendly agent or admin dashboard.

WorldSmart CallCenter's Call Recording key features include:

  • Dynamic call recording – is agent specific and during the course of a call conducted by a particular agent can be recorded.
  • Random call recording - is determined by the call center at a pre-designated pattern, such as one out of every certain number of calls to be recorded.
  • Regular call recording - is to record all ACD calls in a certain queue or a certain agent.
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Real-Time Reporting

PanTerra's enterprise-wide ACD provides sophisticated real-time reporting and is available from the easy to use browser accessible administration portal.

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