Improve customer service without adding agents
VoiceAgent is a powerful computer telephony solution designed to augment the quality of your customer service, revenue generation, and staff utilization through highly targeted audio campaigns and announcements. With VoiceAgent, you can keep your customers informed about new products, upcoming events, appointments, and changes in account status. Whether the customer answers the phone or their answering device does, VoiceAgent ensures the appropriate announcement is delivered accurately and consistently.
- Live Call Announcement
When an agent is unavailable to take a call, don’t miss the customer contact! Use VoiceAgent to play a prerecorded message to a customer, then disconnect the call or queue it for the next available agent. Queued calls take priority over other calls, and remain in the queue until an agent becomes available.
- Direct Connect to Agent
Based on rules you establish, a called party can connect directly to an agent after hearing a recorded message and pressing the # key from their touch-tone telephone. If an agent is available, the audio and call record are sent to the agent. If no agent is available, the call is queued for the next available agent .
- Unattended Campaigns
Configure VoiceAgent to automatically dial unattended campaigns according to a schedule, and play a distinct message for live connections vs. answering machines.
- Campaign Message Select
Configure VoiceAgent to play multiple prerecorded messages based on a specified value within the call record. For example, configure a message that plays only for customers in a specific area code, and a different message that plays for all other customers.
VoiceAgent can also transfer a called party to an internal extension or an external telephone number. Specify up to twelve numbers or actions – one for each key on the telephone keypad. VoiceAgent plays a greeting message stating the reason for the call, and then identifies the appropriate calling option with each associated key.
