Should calls need to be transferred to Customer Service Representatives (CSRs), data collected by Voxify prior to transfer can be seamlessly passed to CSRs to minimize additional talk time and maximize caller satisfaction.
- Seamless agent handoffs are achieved with standard web browsers
- Multiple options available based on customer's current infrastructure
- Can be deployed across multiple call centers without requiring expensive CTI investments or infrastructure upgrades.
The following CTI Integration options are available:
Third Party CTI Integration
By passing data along with the call through arranged telephony channels (e.g., UUI), a CTI server at the call center can be leveraged to receive information collected through speech recognition. Data can be decoded from the call and screen-popped onto the CSR's workstation at the time of call delivery.
Voxify Web CTI Services
A cost-effective alternative to formal CTI server integration allows agent soft phones or other configurable call handling software resources to programmatically extract data from Voxify based on data of the incoming call transfer. In this manner, data that would traditionally travel over the telephony network can be retrieved and directly delivered to the CSR work station for screen-popping.
Voxify Agent Web Console
This is a "Zero IT" solution that allows CSRs to use their existing web browser (Internet Explorer 6.0 or newer) to display call details about transferred calls from Voxify. A web application is hosted by Voxify and integrated with an underlying cache of data collected from callers and retained for a configurable time period allowing enough time for call handoff to a CSR.
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