Automated Intelligence (AI) is no longer a flashy term you may have heard tossed around—it’s now an operational necessity for businesses of any size or scope. Implementing automated routing and workflows for your routine calls and activities frees up your marketing, sales, and support teams to act strategically instead of getting bogged down by manual tasks.
Automation allows for:
Reduced time to conversion
Customize Your Communication Flow
Design a system optimized for your team’s success
Get your customers the information they need quickly by conditionally routing calls, texts, chats, and forms on our UCaaS platform. You can route calls based on your caller’s online activity, their history with your company, their demographic information, or custom fields you create in the software.
Identify high value customers by automatically appending a score or conversion when a call meets certain criteria, such as talk time, advertising campaign, or words of intent spoken on the call.
Capitalize on Customer Conversations
Execute automated actions based on words spoken by your customer
Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.
Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.
Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
Improve the Caller Experience
Eliminate the disconnect between you and your customer
Rethink the IVR
Make the keypress a thing of the past by using voice-based menus or segmenting new and repeat callers into the proper queues without them having to manually select an option from a menu (IVR)—such as automatically routing foreign language customers to the proper team.
Reduce friction and wait times for customers by conditionally routing calls based on actions the caller has taken on your website, whether they’ve called in previously, and which agent they’ve spoken to. If you have multiple business locations, you can even automatically direct callers to the nearest location using our GeoRouter and eliminate the need to transfer.
Watch how you can trigger an alert for missed calls
Empower Your Workforce
Help your team work faster and smarter—not harder
Build a workflow that works for you
Ensure critical actions take place while conserving your agent resources. Use triggers to define logic and create a unique workflow for your team that routes callers how you want, based on events or actions taken by you or your caller. For example, you could automatically add callers to a text campaign based on keywords they spoke on the call, then generate an internal email report of that day’s performance.
Customize your queue
Customize how calls are routed between your teams using call queues. Build a call queue with a group of agents and assign each agent their own availability schedule, weighting, and preferences so they can easily address calls in line with their own objectives from their landline, mobile phone, or softphone. Unify specialized groups of users with our Teams function, which enables you to customize the group’s access level, settings, specialized softphone functions, and even custom wrap-up panels.
Never miss an opportunity
Drive productivity by automating your call center's outbound calls, based on criteria and timeframes that you customize. Define rules and milestones in your auto dialer so you can manage calls strategically in line with your team’s availability and caller behavior. You can even nurture or re-target a particular segment of your database and layer in custom follow-up communications, such as a text message two days later, to deliver results.
Connect the dots for your teams
Send data seamlessly to the platforms and tools your teams are already using to automatically log calls as leads or customers and append records as needed. Allow agents and managers across departments to see the progress of customer contact and initiate follow-up actions as necessary.