Call Center Chatbot

Technology

Our Call Center Gurus Specialize In These Areas:

• Contact Center as a Service (CCaaS) - An omnichannel contact center in the cloud. Features include IVR, video calls, call queuing, customer authentication and call recording and analytics.


• Communications as a Service (UCaaS) - A fully integrated, scalable, cross-platform communications system designed for internal communications and collaboration within teams. Technologies include enterprise telephony, instant messaging, voicemail, call recording, call analytics, and click-to-dial.


• Communications Platform as a Service (CPaaS) - Embeddable communications. Cloud-based APIs or SDKs developers can use to integrate real-time communications features from other vendors into their own applications.
• Conversational AI with Generative AI - ChatGPT Chatbots, NLP Voicebots, etc.


• PCI Compliant Payment Solutions - 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 IVR.


• AI Assistants - They will analyze your call center data to give insights to your agents.


• 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.


• GigCX - On-demand gig worker staffing. Design an optimal staffing mix of in-house and outsourced teams to maintain service levels. Cut costs by offloading the expenses associated with hiring, onboarding, training, and managing extra agents.


• Robotic Process Automation (RPA) - Allows bots to take over processes typically performed by humans by automatically performing repetitive tasks.


• Virtual Desktop Infrastructure (VDI) / Desktop-as-a-Service (DaaS) - Like having an office available on-demand. Can be on-premises (VDI) or in the cloud (DaaS). Your agents can access their desktops remotely from anywhere at any time.


• Business Process Outsourcing (BPO) - Utilize third-party vendors or subcontractors to carry out parts of business operations.


• Quality Assurance (QA) Automation - Implement a conversation analytics system to improve your customer service by finding the strongest and weakest points of phone calls and learning from them.


• Remote Agent Compliance & Security - Create 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).


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


• Gamification - Boost agent productivity by motivating your agents. Makes mundane tasks interesting and exciting.


• Immersive Learning & Learning Management System (LMS) - Blend e-learning content from various sources. Build training courses, offer agent certification programs, and record webinars and YouTube videos.


• Agent Coaching & Feedback - Provide agents with a better understanding of what they are doing right and wrong so they can improve and learn new skills.