OrecX

JULY 30, 2018

With this expansion, companies are looking for a more efficient, scalable and cost-effective way to record calls - SIPREC is the answer. The basic SIPREC call flow is seen in the diagram below: Benefits of SIPREC: Highly efficient (configure only the traffic you need to record, not the entire VLAN).

Call flow 93

Call flow Engineering Enterprise Analytics 93

Enghouse Interactive

SEPTEMBER 3, 2021

Through UC/CC integration, they improved overall communication and collaboration across the organization, from front-line agents to back-office and support teams, to engineers and decision-makers. Increases productivity by improving call flows. A recent Metrigy* research study found that 62.8%

contact center solutions 66

contact center solutions Contact Center Call flow Enterprise 66

SharpenCX

FEBRUARY 17, 2021

Intelligent routing and call flows help your customers get to resolutions faster. . Think through what’s important to your customers when you route their interactions to decide what routing engine makes the most sense. And, see what procedures they have in place to keep calls flowing if one instance has a problem.

Call Center 67

Call Center Coaching Call flow Interactive Voice Response 67

pindrop

JANUARY 8, 2021

Deep Voice Engine. Analyzes over 1,300 characteristics of a call’s full audio to determine its risk and catch first-time fraud calls. Protect analyzes thousands of indicators across the fraud event lifecycle – from account mining and reconnaissance in the IVR to social engineering attacks against agents.

Average Handle Time 40

Average Handle Time contact center workforce Interactive Voice Response Call flow 40

Spearline

OCTOBER 5, 2021

In addition to agent-customer conversations, voice analytics, voice-bot call flows, and true interactive voice response (IVR) have a fundamental need for good audio. Arnie Chencinski, Senior Voice Network Engineer, Zoom.

Interactive Voice Response 97

Interactive Voice Response Telecommunications Call Logging Call flow 97

AWS Machine Learning

FEBRUARY 6, 2023

The voice authentication call flow implemented in Talkdesk interacts with Amazon Lex as follows: When a phone call is initiated, a customer lookup is performed using the incoming caller’s phone number. Bruno Mateus is a Principal Engineer at Talkdesk. The following diagram illustrates our solution architecture.

Cloud contact 67

Cloud contact Self service Contact Center Virtual Agent 67

3CLogic

APRIL 17, 2023

Whether your system of record has its own NLU engine or not, the best voice integrations will help you leverage NLU no matter what. When your system of record is working in tandem with your IVR, you’ll be able to provide granular detail with features like IVR Analytics.

Interactive Voice Response 52

Interactive Voice Response Self service CRM Engineering 52

Talkdesk

JUNE 24, 2016

Talkdeskers from every department participated in the hackathon, from Marketing to Engineering to Sales. Hacks were judged by our Scott Allison, Director of Customer Support, Blaire Fernandez, Director of Customer Success, and João Quitério, Engineering Manager. This hack gives our team a real-time view into live calls.

Call flow 51

Call flow Contact center software Engineering APIs 51

Spearline

JANUARY 3, 2019

Our latency test replicates the customer call flow and allows you to quantify the amount of latency your customers experience. We’ve been working hard on creating a flexible engine that will allow us to create reports quickly so that you can get the important data you need to make crucial decisions in your business.

APIs 40

APIs Call flow Engineering Enterprise 40

Natalie Petouhof

FEBRUARY 22, 2016

Personalization Engine: Providing Intelligent One to One Service. Backed by a robust set of analytics, Contact Solutions’ personalization engine analyzes and adapts call flow and the pace of interactions based on caller behavior.

Customer Experience 40

Customer Experience Customer Service Self service Analytics 40

Callminer

OCTOBER 11, 2018

Reuben Kats is the COO, Web Design Sales Engineer, and Customer Service/ Account Manager at GrabResults,LLC. One of the most undervalued call center metrics is…”. Tracking the inbound calls. I believe this because actually connecting with the person you are calling is where the whole call flow starts.

Call Center 561

Call Center Metrics Contact Center Wait times 561

plumvoice

AUGUST 23, 2018

It may seem like a minor detail but having audio that flows together well in your IVR applications can have a major impact on customer experiences. Getting good, smooth sounding audio has more to do with being a good sound engineer than it does with designing IVR apps. Why Flow Matters The most common issues.

Interactive Voice Response 44

Interactive Voice Response Engineering Customer Experience Call flow 44

City Communications

FEBRUARY 20, 2019

You cannot make or take voice calls on your business phone or contact center system without them. A correctly-engineered communications system will contain a ratio of SIP channels to system users so employees and customers will not encounter the dreaded fast-busy signal.

Call flow 40

Call flow Contact Center Advertising Education 40

JustCall

MARCH 10, 2023

Perhaps your cloud engineer could keep checking in to verify that it is working at optimal costs. Even then, if you opt for a managed UCaaS platform, your IT team would be completely freed from managing and maintaining the platform. You would only be required to visit it occasionally to check for configurations.

voip 40

voip APIs contact center solutions Contact Center 40

Tethr

OCTOBER 2, 2020

What’s interesting to note about this one may have immediately become apparent if you’re looking at the call flow illustration above. So, an effortless customer interaction begins with the very things I’ve been coaching my customer care team, my call center floor managers and supervisors (or maybe even been coached myself!) .

Customer effort 109

Customer effort Customer Care Coaching Surveys 109

Babelforce

MARCH 16, 2023

Instead of screws and bits of wood, the citizen developer has pre-built modules of software functionality (like API connectors, speech synthesis engines, automations that update databases, and more). babelforce’s no-code call flow builder empowers CX Makers to build, test and update agent workflows and customer journeys.

Contact Center 52

Contact Center Call flow Abandon rate Call Center 52