The Call Steering Agent for the Retail industry takes inbound calls to route callers to the right resource quickly, efficiently, and accurately. Rather than listening to long menus and pushing buttons in a traditional touchtone IVR system, callers will be able to speak naturally. Callers will be asked to give information about their call in order to route them to the right resource. Your callers will get help faster and have a better experience.

Information Capture
Captures information related to the call in order to route the call to the resource with the expertise to handle the call.

"What's your last name?"
"What type of account are you inquiring about?"

Account Authentication
Authenticates account by asking for specific information such as account number, alpha-numeric confirmation number, Mother’s maiden name, or additional security data.

Just Say It
Allows callers to speak naturally when answering open-ended questions such as “How can I help you?”.

Call Steering Manager
Allows contact center managers control to make changes through a Web interface.

• Call Flow Console – Customize prompts, add recordings, update grammars, and change call flow logic.
• Routing Console – Update routing rules based on call flow logic.

Testing Environment
Allows real-time configuration changes and the ability to roll back to an earlier version.

View more Automated Agents ...