Technology

Our cloud CCaaS software integrates with all the various technologies you may already be using:

• Omnichannel Messages - Via phone, chatbot, SMS, mobile apps, web calling and video, and text-based apps such as WhatsApp, Facebook Messenger, Apple Business Chat, Slack, and Twilio. Customers can keep working with the same agent across channels, but if it’s a different agent their interaction history is preserved, so they don’t have to repeat themselves.


• Agent Assist with Generative AI - Calls and messages are proactively analyzed to give the agents the info they need to solve customer issues in real-time. NLP and speech analytics are used to analyze the situation and generative AI (such as ChatGPT) is used to write and recommend specific responses for the agent to possibly use based on sources such as articles, wikis, FAQs, and outside sources such as Salesforce, Zendesk, ServiceNow, Microsoft SharePoint Online, and Amazon S3.


• Outbound Calling - Contact your customers using voice, SMS, and email to handle appointment reminders, marketing promotions, deliveries, and billing reminders. Uses a 100% automated voicebot (agentless mode) or live agents. For live agents, the predictive dialer automatically calls customers on a list, while throttling outreach based on predicted agent availability, and uses AI to distinguish between a live customer, voicemail, or busy signal.


• Task Management - Prioritize, assign, and track agent tasks to completion (and automate repetitive processes), ensuring customer issues are quickly resolved.


• Help Desk - Customer service and tech support tickets.


• Internal Communications - A cross-platform system designed for collaboration within teams.


• Conversational Analytics - Use quality assurance (QA) to improve customer service by finding the strongest and weakest points of phone calls and learning from them. Rules can be used to enable supervisors to automatically check conversations for compliance with company policies or regulatory requirements by specifying criteria (such as mentions of words or phrases in the conversation, customer sentiment, etc.), and also for automated alerts and actions based on real-time monitoring of metrics such as service level.


• Automatic Call Distribution (ACD) - Call routing based on availability, skillset, customer sentiment, and history.


• Customer Authentication - Uses traditional methods or Voice ID.


• PCI Compliant Payments - Agents can capture credit card information securely on live calls or follow digital payments in real time through any channel. Customers can also make secure payments without an agent using a voicebot.


• Advanced Speech Analytics - Improves customer services by using AI to analyze voice, chat, and text messages for metrics such as emotions and the sentiment and tone of the conversation. Agents are given the information they need exactly when they need it, resulting in improved call routing and faster call resolution due to fewer escalations, transfers, and repeat calls.


• Call Center Analytics - Contact volume forecasting, call recording and screen recording, performance evaluation and contact scoring, data redaction, capacity planning, scheduling, and historical data analytics.


• Remote Agent Compliance & Security - A secure, locked-down environment for remote work that meets the required security policies and compliance standards such as GDPR, HIPAA, and PCI DSS.


• WFM, WFO, and WEM - Workforce Management (forecasting and scheduling), Workforce Optimization Management (quality monitoring and call recording/analytics), and Workforce Engagement Management (increased performance by engaging agents and making them happy).


• Gamification - Boosts agent productivity by motivating the agents. Makes mundane tasks interesting and exciting.


• Agent Workspace Monitoring - Managers can see everything an agent does online so you can evaluate their performance, prevent and detect costly data breaches, and enable more efficient workflows.

If you are not using all of this technology locally in your own call center but would like to, Click Here to chat with our Call Center Automation Bot.