Name: SmartAction Speech IVR System
Price: 0.2 USD
Author: SmartAction

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The SmartAction Speech IVR System is a solution that aims to enhance contact center operations by providing AI-powered virtual agents. According to the vendor, this system is designed to improve customer satisfaction, reduce wait times, and lower costs for businesses of all sizes. Contact center managers, customer service managers, and customer experience professionals across various industries, such as retail and financial services, can benefit from this advanced speech IVR system.

## Key Features

**Customizable Virtual Agents**: Tailor virtual agents to specific business needs and language, enabling them to handle different types of customer interactions and provide personalized support.

**AI-Powered Conversations**: Engage customers in natural language conversations using advanced conversational AI technology, allowing virtual agents to understand customer intents and respond appropriately.

**Omnichannel Support**: Enable customers to engage with businesses through voice, chat, and SMS channels, while maintaining context for a consistent and personalized experience.

**Integration with Contact Center and Business Apps**: Seamlessly integrate with existing contact center platforms, telephony setups, and data systems, as well as business applications, to provide accurate support and access relevant customer information.

**Continuous Training and Optimization**: Continuously fine-tune and optimize virtual agents after deployment, leveraging AI expertise to ensure high-quality customer support.

**Always-On Customer Support**: Provide 24/7 customer support, reducing wait times and handling customer inquiries and issues for immediate assistance.

**Operational Savings**: Help businesses achieve operational savings by automating common customer interactions and optimizing resources.

**Personalized Customer Support**: Deliver personalized customer support by capturing customer information and preferences, allowing virtual agents to provide customized assistance.

**Effortless Self-Service**: Enable customers to easily resolve issues through AI-powered self-service options, guided by virtual agents, eliminating the need for complex phone menus or additional technology apps.

**AI Expertise and Support**: Backed by a team of AI experts, provide comprehensive support throughout the implementation and operation of the system, including conversation design, continuous training, and optimization.

Basic

OvationCXM is a Customer Experience Management (CXM) company helping businesses and their partner ecosystems deliver  customer experiences with complete visibility and precise control.

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CXMEngine by OvationCXM

Keatext

SmartAction Speech IVR System

Contact center software allows companies to manage inbound and outbound communications channels at scale.

Contact Center

SmartAction

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

VoIP

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

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SmartAction Speech IVR System

Overview

What is SmartAction Speech IVR System?