Presence Interactive Routing-Voice Option is a sophisticated voice tool intended to generate intelligent interactive strategies for the Contact Centre . This Presence solution covers the ever increasing number of everyday interactions between the customer and the company, keeping the quality, efficiency and resolution performance for each interaction.
The Presence Interactive Routing module is integrated with Presence Intelligent Routing to make the most of the existing synergies between the routing strategies and the business rules in the companies. This integration allows for the conversion of the routing strategies defined in Presence Intelligent Routing into interactive strategies, in such a way that information may be either requested or provided to the user through voice recognition techniques, Touch Tone dialing (DTMF), voice synthesis and vocal audio. None of these require any previous intervention of an agent, since Presence Interactive Routing acts as an access portal to the Contact Centre, thereby automating the customer care processes and substantially reducing the operating costs.
Some features of Presence Interactive Routing-Voice Option:
Design of sophisticated interactive strategies and routing strategies featuring voice recognition and synthesis functions.
Powerful designer tool to create and assess strategies.
Voice recognition support for different languages.
Speaker-independent speech recognition.
Predefined speech recognition grammars, extendable through XML and ABNF standards.
Real-time voice synthesis.
Different speakers used for voice synthesis.
Combination of voice synthesis with vocal audio files (VOX, WAV).
Ability to record the interactive conversations between Presence Interactive Routing and the customer, in order to be subsequently retrieved and replayed.
“Out-of-the-box" integration with Presence CRM Optimizer, which allows you to easily add and retrieve call information from the strategy.
Integration with the Presence Scripting module to automate the data capture or the script validation.
Integration with the Presence ActiveX control, providing one single integration point for all Presence systems (CRM Optimizer Voice, Recording, Interactive Routing, Messaging, Internet, etc.)
Log containing information and statistics of all existing interactions between Presence Interactive Routing and the customer.
Native VoiceXML browser, providing support for Presence-specific features through proprietary tags.
Human support for voice recognition. It allows available phone agents to provide support for the recognition system n case that the system does not recognize a particular speech.
Support provided for the integration with Web services.
Integration with Presence Recording to record calls based on the data gathered during the execution of the interactive strategy.
Designing strategies with Presence Interactive Routing-Voice Option is carried out through Presence Intelligent Routing Designer, which is the tool to design the strategies that will be processed for each of the contacts received in the Contact Centre Applicable to both recognition and synthesis, Presence Interactive Routing is available in several languages such as Spain’s Spanish, English, Brazilian Portuguese, Catalan and most of South American Spanish phonetic variants.