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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.

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Benefits

Speed

Minimize call handle times

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

Voice Unified Communications

Enhance customer satisfaction

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

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.

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Network Queuing

Accommodate peaks in call volume with smart queuing capabilities.

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Network Recording and Storage

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

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Prosodica Analytics

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

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Voice Clarity Measurement and Enhancement

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

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Features and Specs

  • 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

Resources