Key Features

• Automatic Call Distribution: Connect more customers with the appropriate resources and resolve an increased number of interactions faster. Employ differentiated routing that uses customer data and sentiment for a better overall customer experience. Make use of an intuitive, visual tool with predefined components and collaborate on routing flows.
• Interactive Voice Response: Avoid the time spent on asking customers the same questions repeatedly. Automate requests through the IVR to facilitate the resolution process. Connect the data using the out-of-the-box CRM, virtual agent and database integrations.
• Predictive Dialer: Run voice and digital campaigns in an instant. Increase productivity with no pause dialing, reducing hang-ups. Blend inbound and outbound interactions across channels. Choose from various dialing options to ensure compliance even within one campaign.
• Interaction Channels: Select from over 30 digital and voice channels and instantly grant access to agents whenever required. Increase productivity with control, insight and a consistent interface. Maintain routing for all digital and voice channels with a visual, intuitive tool. Provide customers flexibility and offer virtually any communication channel that satisfies their needs.
• Conversational AI and Chatbots: Leverage BYO-bot framework to deploy and manage virtual agents and intelligent bots. Handle more customer interactions with pre-built NLP-powered bots. Expand self-service for routine requests. Blend conversational self-service with agent assistance, leading to hassle-free customer journeys.
• Improved Chat: Streamline chat handling with messaging templates, reducing typing and improving speed. Use bots to collect customer data or automate repetitive steps. Use a single platform to administer and manage the chat channel. Deliver real-time guidance to customers along with co-browsing and hands-on support. Identify when high-value customers are lost or struggling.
• Messaging: Choose from the most extensive selection of natively implemented channels. Integrate virtually any digital channel with BOYC. Grant agents cross-channel history and add custom fields for customer information, sentiment and more. Analyze data for any digital avenues, including SMS, bots, social messaging and monitoring chat. Handle inbound SMS easily using consistent control and interfaces.
• Call and Screen Recording: Adhere to PCI, GDPR and HIPAA requirements. Make sure that recordings are always secure and protected. Access and play recordings back without any hassles. Unify call, digital and screen recordings in one interface. Ensure built-in flexibility to meet recording and collaboration needs on the go.
• FedRAMP: Provide customers with omnichannel options. Facilitate workforce engagement to create an organized, happy and productive environment for employees. Use security protocols to protect private data. Enable staff to serve customers promptly and efficiently.
• UCaaS Integrations: Help connect agents to valuable experts. Allow pre-built APIs to create a single view for all agent interactions. Identify agent availability for a call or chat and update corporate directories frequently. Connect the agent workforce with leading applications from Microsoft, RingCentral, Zoom, Atos and more.
• CRM Integrations: Help agents understand customers in a better way. Deploy, scale and extend with a pre-built integration. Increase efficiency with a unified agent desktop and reduce both time and effort. Make informed decisions relying on gainful insights.
• Interaction Analytics: Improve interactions across channels by identifying outcomes, evaluating the customer experience and more. Prioritize and attack the best improvement opportunities.
• Real-Time Interaction Guidance: Build rapport and encourage active listening based on AI models that understand customer cues. Provide immediate feedback and use easy-to-understand prompts and specific recommendations.
• Voice-as-a-Service: Integrate software, infrastructure and telephone into one centralized solution. Eliminate the hassle of dropped and abandoned calls. Use automated provisioning and number porting to save time.
• Customer Authentication: Validate a customer in the first few seconds of a conversation. Strengthen fraud prevention and ensure safeguarding. Diversify self-service to meet everyday needs such as account balance, points status, password resets and more that need authentication.

Suite Support

• U.S.: +1 (801) 320-3200.
• U.K.: +44 (0) 207-002-3000.
• Australia: +(61) 02-9927-1100.
• Philippines: +(63) 02-410-4300.