Interactive voice response

• Carrier-grade and cloud-based technology
• Pay-per-minute pricing
• Full platform redundancy and 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
• Third-party support through robust standards-based APIs
• Natural language processing, advanced speech recognition, call-progress detection, caller authentication, real-time analytics and customer emotion detection
• Call detail records (CDRs) from call initiation to completion, including all details of the IVR interaction and each segment of the call
• Animated reports with interactive visualizations for supplementary analytical insight

Network queuing

• 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 and 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

Network recording and storage

• 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

Prosodica Analytics

• 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

Voice clarity measurement and enhancement

• 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