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NETWORK SERVICES AND APPLICATIONS

Deliver five-star customer support for virtually any call volume with cloud-based contact center apps for a single per-minute rate.

A new customer experience is calling

Drive personalized, cost-effective customer support with a powerful, cloud-based solution that includes smart tools like Interactive Voice Response, Network Queuing, Network Recording and Storage, Prosodica Analytica and Voice Clarity Measurement and Enhancement.

Benefits

Minimize call handle times

Minimize call handle times

Streamline customer support with Interactive Voice Response and intelligent queuing, which dynamically adjust for high-volume spikes.

Enhance customer satisfaction

Enhance customer satisfaction

Empower customers with an intuitive, self-service voice user interface and ensure voice clarity using call quality enhancement tools.
Analyze in-progress conversations

Analyze in-progress conversations

Record rich call details for every conversation and generate prosodic experience scores for actionable, real-time insights.

Intelligent tools to evolve customer experiences

Interactive Voice Response

Drive scale and customer satisfaction with an intuitive, self-service voice user interface.

Network Queuing

Accommodate peaks in call volume with smart queuing capabilities.

Network Recording and Storage

Automatically save and store calls for quality assurance, training and analytics.

Prosodica Analytics

Assess customer experiences proactively and reduce call handle time by as much as 16%.

Voice Clarity Measurement and Enhancement

Deliver the high-quality audio and short handle times that your customers expect from each call.

Features and Specifications

  • Carrier-grade, cloud-based technology
  • Pay-per-minute pricing
  • Full platform redundancy, including the ability to handle seasonal or temporary spikes in call volumes
  • Multi-vendor support for speech recognition, text-to-speech, authentication, computer telephony integration (CTI) and an array of back-end systems used by enterprise applications
  • Third-party support through robust standards-based APIs
  • Next-gen features include natural language processing and advanced speech recognition, sophisticated call-progress detection, caller authentication, real-time analytics and customer emotion detection
  • Call detail records (CDRs) include the entire customer journey from call initiation to call completion, as well as all details of the IVR interaction and each segment of the call
  • Animated reports with interactive visualizations for supplementary analytical insight

  • Queue calls at the network level with carrier-grade reliability and scalability 
  • Web portal allows administrators to easily manage multiple queues
  • Develop custom call treatments for each queue, including configurable on-hold music/prompting and de-queue routing logic
  • Alert customers via SMS or email during high-volume overflows or emergency queuing
  • Generate detailed reports on abandoned calls, per-queue hold time and utilization, and customized metrics from an integrated CRM system
  • Basic Queuing requires no integration with your environment and places calls into queue if the network is unable to deliver calls due to a busy or no-answer condition
  • Integrated queuing is deployed with legacy CTI systems for queuing/de-queuing logic and in-queue call treatments
  • No additional infrastructure or IT support required

 

  • Intelligent network-based solution 
  • Calls are recorded and saved in multiple formats, even if directed to a third-party or outsourcing provider
  • Call recordings help improve word-level recognition and increase the return on analytics investment
  • Automatic redaction of sensitive numeric data before the recording file is written to persistent media
  • Recordings can be saved using customizable retention rules based on external call characteristics or agent or customer data
  • Encrypted audio can be shared via secure file transfer that includes metadata for easy searching and data mining 

  • Adaptive conversational analytics system 
  • Generate real-time conversational evaluations and customer experience scoring by queue, team or employee
  • Dashboard visually displays call center productivity and customer experience scoring
  • Analyze advanced metrics, such as handle time effectiveness, employee fatigue and customer responses to new products or procedures
  • Trigger alerts significant conversational shifts in live calls, so employees can make adjustments or a supervisor can assist
  • Automated behavioral coaching that monitors individual performance and displays personalized post-call analysis for every conversation

  • Score each side of every call segment for clarity in real-time
  • Identify the source of speech intelligibility issues whether they originate in the call center or on the customer’s line
  • Condition calls automatically to enhance clarity, filter out background noise, adjust volume levels and mitigate other call-impacting issues
  • Visualize voice clarity performance by network provider, contact center, agent or call
  • Empower employees to improve customer interactions and help increase net promoter scores, sales and issue resolution rates

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