VOCA - 3 WAYS TO USE IT
VOCA allows you to handle calls quickly, easily and cost effectively – bringing new technology into any Voice service. It can be used in many ways, from routing calls, to providing updates via CRM systems and as a full OmniChannel Contact Centre (even better it can be used however you can imagine it!), but here’s three easy straightforward use cases for you.
Microsoft Teams Contact Centre Built in Azure
- Provide an omnichannel customer service experience on your main desk & across other business departments.
- Available and Certified for Microsoft Teams.
- Includes features from Conversational Auto-Attendant and IVR
Conversational Self-Service IVR
- With built-in Conversational AI and an API extension, you can automate any service scenario.
- Available in any voice platform and certified for Microsoft Teams.
- Includes features from Conversational Auto-Attendant
Conversational Auto-Attendant
- Harness Natural Language Understanding to seamlessly reach any company contact or department.
- Available in any voice platform and certified for Microsoft Teams.
- Includes features from Conversational Auto-Attendant
Optimise your existing phone system with conversational IVR
- Infuses with existing ecosystem
- Seamlessly hand off or transfer. Negates the need to replace your existing communications solution.
- Enhances customer engagement
- Ensures streamlined operations & efficiency, enhanced interactions and an enriched user experience.
- Intelligent Routing
- Automate any service scenario. Guide callers to get quick, consistent, and accurate responses.
Transforming customer engagement
Conversational IVR enables callers to engage with a business through voice in effortless, natural conversations instead of using touch-tone numerical options. Integrate Voca, an AI-powered conversational IVR, with any voice platform, and certified for Microsoft Teams, it further enriches intelligent voice solutions and ensures calls are handled with ultimate proficiency.
- Integrate with existing phone & customer service systems – ideal for legacy Console replacement such as AC Win
- Anticipate callers needs
- Appropriately guide callers swiftly to the right department
- Provide quick, consistent, and accurate responses
Automation designed with agents & customers in mind
IVR has developed from enabling simple menu navigation to driving advanced Conversational IVR solutions tailored to diverse business requirements. Automate routine tasks like providing account balances or product details enabling agents to handle more complex questions and needs. Businesses can streamline backend workflows and customer interactions and provide efficient customer service whilst improving operational efficiency and reducing operational costs.
- Embedded Conversational AI: Handle routine customer questions with pre-trained Natural Language Understanding, speech-to-text, and text-to-speech.
- Drag-and-drop Flow Designer with API Requests: Create custom call flows for any service scenario quickly and easily.
- CRM Integration: Automate data collection and personalise caller experiences with customer information.
Routing that fits any scenario
For calls where answers can’t be provided immediately, route customers quickly to the most appropriate human agent based on the customers’ input.
- Skill-based Routing – Direct customers to agents with the right expertise
- Define Overflow Thresholds – Automate actions when wait times or queues exceed limits
- Multi-platform Queuing – Route calls across any voice environment, even during migration
The Benefits of Conversational IVR
Offer dynamic prompts and automate routing intelligently.
Reduced call duration
Handle multiple requests & answer common questions instantly. Route calls correctly based on callers’ input, improving overall call efficiency and customer experience.
Reduced call volume
Automate routine interactions like providing product details, manage simple queries, and allow agents to focus on more complex issues.
Simplify customer journeys
Provide interactive self-service options giving information and recommendations based on customer data or route callers quickly to the right department.
Improved customer satisfaction
Provide a more natural, human experience allowing customers to interact using voice rather than navigating a touch-tone menu. Reduce frustrations by meeting customer expectations and by providing timely help when they need it.
Lower costs
Reduce the number of calls that need to be handled by live agents while minimising callbacks, repeat calls and escalations. Improve operational efficiency by automating and streamlining backend workflows.
Ensure consistency & compliance
Deliver accurate information and a consistent customer experience. Provide real-time guidance to ensure that agents adhere to company policies and compliance requirements, which would otherwise require costly training & monitoring.
Seamless omnichannel support
Deliver a seamless omnichannel customer experience to minimise customer frustration and reduce resolution time.
Valuable Data Collection
Collect accurate data and valuable customer insights to make more informed business decisions to better meet customer needs.
Built-in multi-language
Conversational AI with 14 supported languages including Spanish, German, Dutch and Japanese.
Get knowledge into your desk’s performance
Transform business operations and enhance customer experiences with powerful reporting and real-time insights.
- Gain insightful details – Access reports on top IVR destinations & contacts, queue activity, digital interactions, call volume & transfer rates.
- Enhance customer experience – Use a real-time dashboard to monitor pending calls, abandonment stats, average wait times, and agent status to quickly maintain service levels.
- Multi-tenancy support – Manage multiple Voca services across multiple tenants, each with its own secured access for management and reporting. Backed by GDPR and HIPAA compliance.
