Product knowledge Flashcards
Global Voice
Servers and Voice pops around the world provide localized voice presence anywhere
Advantages to the cloud
More flexible, scalable, cheaper up front costs, can integrate with other cloud softwares
Why use AI
Free up humans for more complex tasks, reduce costs, customer agency, 24/7 access
SRTP
Secure real time protocal -encrypts voice for compliances
UC vs CC
CC has a specific goal while UC tries to contact specific person
Features of native intigration
Embedded softphone, autolog activities, screen pops, reporting from one solution
3 ways to be PCI compliant
Manually stop/start,
lights out - uses APIs, stops recording when agent hovers on credit card info
Secure pay - IVR handles transaction
Agent assist
Listens and transcribes calls, prompts agents based on responses
How to help with Scam Likely
Number reputation management -Automatically identifies and corrects calls incorrectly labeled spam.
Can swap out numbers manually
WFO
Includes
Quality Management - call scoring, screen monitoring
Workforce management - forecasting, schedule adherence and Hours
IVA
Provides interactive conversational self service. Best for repeatable tasks
Performance dashboards
Wholistic view of the contact center performance. Provides real time and historical data Also provides gamification
Why no mobile app?
we specialize in contact center, apps lack a lot of these capabilities.
4 dialing modes
Preview: 1 to 1
Power: multiple lines, dials out automatically until connected. Most control over dialing
Progressive: Uses algothim to find best dialing ratio, but wont dial unless an agent is available
Predictive: dials using algorithm but will average talk time and dial when expecting agent to be done with a call
WFA
Workflow automation” automates certain actions to increase efficiency. ie follow up calls, appointment reminders
