What is a Voice Platform?
A voice platform executes the commands and logic specified by a voice application, provides speech processing capabilities (e.g., speech recognition, text-to-speech, voice authentication) and enables application creation. They also interface with back-end systems (e.g., databases, CRM applications, legacy systems) and call center infrastructure (i.e., computer telephony integration), and provide system management and administration capabilities.
How does a Voice Platform work in a Modern Contact Center?
A Voice Platform works by integrating various components to handle voice interactions efficiently and effectively. It typically includes features such as:
- Automatic Call Distribution (ACD): Routing incoming calls to the most appropriate agents based on predefined criteria, such as skills, availability, or caller preferences.
- Interactive Voice Response (IVR): Guiding callers through self-service menus, enabling them to perform actions or obtain information without agent assistance.
- Call Recording and Analytics: Capturing and analyzing call recordings to gain insights into customer interactions, agent performance, and customer satisfaction.
- Real-time Monitoring: Monitoring ongoing calls, agent availability, and call queues to ensure efficient call handling and optimize resource allocation.
- CRM Integration: Integrating with Customer Relationship Management (CRM) systems to access customer information and provide personalized experiences.
What are the benefits of a Voice Platform in a Contact Center?
A Voice Platform in a modern contact center offers several benefits, including:
- Efficient Call Routing: The Voice Platform intelligently routes calls to the most suitable agents, improving call handling efficiency and reducing customer wait times.
- Enhanced Customer Experience: By integrating with CRM systems and other customer data sources, the Voice Platform enables personalized interactions, access to relevant customer information, and seamless call transfers between agents.
- Advanced Analytics: The Voice Platform collects data on call metrics, customer interactions, and agent performance, providing valuable insights for optimizing contact center operations and improving overall performance.
- Scalability and Flexibility: A modern Voice Platform is designed to scale with the growing needs of contact centers, allowing for easy addition of new agents, locations, or functionalities as the business expands.
- Integration with other Channels: The Voice Platform can be integrated with other communication channels such as chat, email, and social media, providing a seamless omnichannel experience for customers and enabling agents to handle interactions across multiple channels from a single platform.
How does OpenQuestion enhance a Voice Platform?
OpenQuestion, powered by Teneo, seamlessly integrates with Voice Platforms in modern contact centers, providing advanced AI-driven conversational capabilities. By leveraging OpenQuestion, contact centers can enhance the Voice Platform’s performance in various ways:
- Natural Language Understanding (NLU): OpenQuestion’s NLU capabilities enable the Voice Platform to accurately understand customer intents and extract relevant information from spoken language, improving call routing and self-service interactions.
- Context Retention: OpenQuestion ensures that context from previous interactions is retained, allowing for seamless conversations and eliminating the need for customers to repeat information.
- Personalization: OpenQuestion integrates with CRM systems, providing the Voice Platform with access to customer data for personalized responses and tailored experiences.
- Intelligent Call Routing: OpenQuestion’s intelligent call routing capabilities enhance the Voice Platform’s routing algorithms, ensuring calls are directed to the most appropriate agents based on customer needs and preferences.
- Efficient Self-Service: With OpenQuestion, the Voice Platform can offer more sophisticated self-service options, enabling customers to resolve their inquiries quickly and efficiently without agent intervention.
Summary
A Voice Platform in a modern contact center enables voice-based communication and interaction between customers and the contact center. It offers benefits such as efficient call routing, enhanced customer experience, advanced analytics, scalability, and integration with other channels. OpenQuestion, powered by Teneo, enhances the Voice Platform by providing advanced conversational capabilities, natural language understanding, context retention, personalization, intelligent call routing, and efficient self-service options. Together, a Voice Platform integrated with OpenQuestion delivers a seamless and superior customer experience in a modern contact center environment.