Name: vInteract
Price: 5000 USD
Author: Voxai Solutions

Help Desk

Web and Video Conferencing

Customer Support

Bug  Tracking

Flowchart

Development

Higher Education

Education

Association Management

Business Intelligence (BI)

Collaboration

Data Extraction

Embedded Business Intelligence (BI)

File Sync

Risk Management

Streaming Analytics

Visual Collaboration

Enterprise

Accounting

Budgeting and Forecasting

Crypto Accounting

Loan Origination

Payment Gateway

Payment Orchestration

Finance and Accounting

Applicant Tracking

Background Check

Contractor Management

Corporate Learning Management

Diversity, Equity, and Inclusion (DEI)

HR Compliance

HR Management

Payroll

Recruitment Agency

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Authorization

C/C++ Integrated Development Environments

Cloud Storage

Container Management

Distributed Denial of Service (DDoS) Protection

Fraud Detection

Incident Response

Integration Platform as a Service (iPaaS)

Managed Private Cloud

Network Performance Monitoring

Relational Database Management Systems

Remote Monitoring and Management

Tower Servers

Information Technology

A/B Testing

AI Image Generation

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Conversion Rate Optimization

Email Marketing

Event Registration

Heatmap and Session Recording

Landing Page

Marketing Automation

Personalization Engines

Public Relations (PR)

Retail Media Advertising

SMS Marketing

Sales and Marketing Automation

Social Media Management

Survey & Forms Building

Video

Video Editing

Web Analytics

Marketing

Project Management

Prototyping

Professional Services

Customer Relationship Management (CRM)

Sales Pipeline

Sales

Antivirus

Security

Automotive

Forestry

Vertical-Specific

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vInteract by Voxai Solutions is a software solution designed to enhance customer experience and drive digital transformation. According to the vendor, this solution is suitable for organizations of various sizes across industries such as customer service, contact center management, customer experience management, sales and marketing, and financial services.

## Key Features

**Cloud Managed Services**: Voxai offers comprehensive cloud managed services to streamline contact center operations, improve customer experience, and optimize costs. They provide 24/7 support, ensure high availability, and optimize the contact center solution.

**CX Consulting**: Voxai's CX consulting services aim to help organizations develop and implement customer-centric strategies. The vendor claims that their experts analyze the entire contact center ecosystem, develop holistic CX and digital strategies, and provide recommendations for enhancing customer loyalty, increasing revenue, and boosting productivity.

**Professional Services**: Voxai's professional services cover a wide range of CX objectives. The vendor brings expertise, tools, and technical know-how to design and implement effective contact centers. Services include customization, integration with corporate systems, and leveraging the latest technologies and best practices.

**Cloud Migration**: According to the vendor, Voxai assists organizations in migrating their contact center solutions to the cloud, specifically Genesys Cloud CX. They provide technical expertise to ensure a seamless migration process, delivering a consistent customer experience and the benefits of cloud technology.

**IVA Solutions**: Voxai offers Intelligent Virtual Assistant (IVA) solutions to automate customer interactions and deliver personalized experiences. According to the vendor, their IVA solutions are multi-lingual, omni-channel, and multi-modal, empowering organizations to provide fast and accurate conversational AI.

**Web IVR**: Voxai's Web IVR aims to enhance customer experience by offering interactive and guided menus through a visual interface. The vendor claims that this feature improves self-service rates, reduces handling time, and increases first call resolution. It can be utilized for various needs such as incident management, billing disputes, service activations, and shipment status.

**Voice Networking Services**: Voxai provides Voice Networking Services using Oracle's Enterprise Operations Monitor (EOM). The vendor states that this solution provides comprehensive insights into calls, registrations, network equipment statistics, user groups, and trunk information. They assert that it helps reduce operational costs, improve service quality, enhance efficiency, and shorten incident response times.

Basic

Canadian company Mitel offers MiContact Center, a call and contact center solution designed for both small businesses and larger enterprises. It comes in several different iterations that support various needs and use cases.

Brightmetrics for Mitel MiContact Center

MiContact Center

Plan B

Plan A

Plan C

CrazyCall

vInteract

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

Contact Center

Voxai Solutions

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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vInteract

Overview

What is vInteract?