Deliver five-star customer support for virtually any call volume with cloud-based contact centre apps for a single per-minute rate.
A new customer experience is calling
Drive personalised, 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
Intelligent tools to evolve customer experiences
- Interactive Voice Response
- Queuing
- Recording and Storage
- Analytics
- Voice Clarity
Features and Specifications
- 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 use, and customised 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 customisable 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 centre productivity and customer experience scoring
- Analyse 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 behavioural coaching that monitors individual performance and displays personalised 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 centre 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
- Visualise voice clarity performance by network provider, contact centre, agent or call
- Empower employees to improve customer interactions and help increase net promoter scores, sales and issue resolution rates
Resources
Not all products and services are available in all regions and countries; please contact a representative near you for details.
