Contact center product suite Creatio
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Velvetel Pulse for Creatio
Velvetel Pulse is a turnkey solution for Creatio for setting up an inbound or outbound call center that lets you connect to your customers via calls, emails, text messaging, social networks, and beyond. AI-based agent QA with Call Analytics and Voice-to-Text transcription, instant access to custom-set dashboards and reports will help you make data-driven decisions and improve your call center performancemultiple channels, access advanced speech analytics and dashboards, and leverage call scripts. You get AI-driven communication, stronger connections, and happy customers.
Velvetel Pulse is available in three subscription plans: Pro, Advanced, and Ultimate AI. Each package features a set of robust capabilities that you can choose based on your needs. Plus, you can always go a custom way that enables you to tailor the product specifically to your situation.
Use Cases:
Set up a Contact Center – : Provide your Sales sales and Service service teams with a full set of tools for effective communications with clients and prospects through multiple channels.Onboard and train fresh talent faster
Elevate the performance of your bottom and average agents – Figure : Figure out how your best agents are doing and deploy that across your team.
Boost your agents’ confidence on a call – Let : Let your agents drive the conversations and get into the issues that are important to the customers faster with the help of knowledgebase, dynamic call scripts, and prompts on the call.
Help clients faster – : Transfer your clients to the right reps, departments, and offices with intelligent call scoring and routing.
Improve conversion rates – : Empower your sales and customer service conversations with AI capabilities to that help you truly understand your customers and customer their interactions. Help your sales staff engage the client and get to with clients more effectively and reach the point of sale in fewer steps.
Onboard and train fresh talent faster.
Refine marketing campaigns – : Monitor campaign performance for more efficient marketing budget resource allocation.
Keep tabs on performance – : Make smart decisions with real-time access to your contact center's key performance metrics. Get a clear picture of what skills and activities drive more deals.
Key Features:
Contact center product suite seamlessly integrates Velvetel Pulse integrates with Creatio and provides users with the following features and capabilities.
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AI-Based Call Analytics:
Speech Analytics: voice-to-text transcripts, call timing details, agent scorecards with automatic detection of script adherence, and customizable statistics
Call Recording: downloadable and shareable (among agents) call records in MP3 format, UI for playback of recorded calls
Dashboards & reports: a comprehensive overview of agents' performance by top skills, etc.
Inbound Call Center:
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Call queue management
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Call routing
US and CA nationwide dialing plan subscription
Unlimited incoming and outgoing calls with Creatio
Mute/Hold/Transfer calls
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Call routing
Saved call results
Ability to listen to call recordings
Knowledge base
Access to the entire
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call history with
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Outbound Call Center:
Outbound calling to contact lists
Power Dialer for high productivity of outbound call center agents
Compliance with regulations: get notified if a number is on the National Do Not Call Registry
Knowledgebase
Dynamic call scripts
Email follow-ups and scheduling follow-up calls
Data capture for call disposition, call notes and results
SMS notifications to customers in case their calls have been missed with a promise that an agent will call back
Take your Sales, Customer Engagement, and Customer Service experience to a new level with the Contact center product suite Creatio.
Notes:
Call Analytics platform syncs a Contact
Contact/Account identification by a phone number
Call Analytics, including AI-features:
AI-generated exportable call transcripts
AI agent auto-scoring and call quality evaluation
AI-extracted data, such as transcripts, keywords, agent scoring, is available for dashboarding and reporting
Possibility to assign a personal manager
Possibility to choose the Caller Number
Incorporated call scripts
Dynamic script options based on the context of the conversation
Local Presence
Notes:
AI Dashboard Features:
Advanced Reporting: Customizable AI reports offer detailed insights into various metrics, supporting data-driven decision-making. The product provides the data for building such reports inside Creatio via the OOTB low-code Creatio Dashboard tool with no pre-built reports.
Real-Time Monitoring: Dashboards display live data on call queues, agent availability, and ongoing interactions, enabling prompt management actions.
Key Performance Indicators (KPIs) Tracking: The system tracks over 50 KPIs, providing a comprehensive overview of contact center performance.
The best experience of Velvetel Pulse is with Velvetel Telephony. It requires a nationwide dialing plan subscription, which is available for the US and Canada, at $179.88/user/year and purchased from Velvetech directly. If you already have an active dialing plan subscription or your business is outside the US and Canada, we offer a SIP-Trunk connection with your selected VoIP service provider with the Velvetel Connect application.
Velvetel Pulse syncs all the calls from your telephony every 5 minutes. Please note that while a Call object can appear in Creatio within 5 minutes after the call ends, its transcript may become available later than 5 minutes after the call, as it takes time to process the audio.
The tested concurrent number of calls the system can sync is 10. However, we can scale up the platform upon request.
By design, the Call Analytics platform Velvetel Pulse is flexible, and we can use any third-party transcription API for all supported languages. We have tested it thoroughly on the en-US language.
If you need to support other languages for transcription or use a different speech recognition API, please contact the Velvetech support team via info@velvetechcontact Velvetel at velvetel.support@velvetech.com.
If you wish to customize the platform or need help setting it up, please contact the Velvetech support team via info@velvetechcontact Velvetel at velvetel.support@velvetech.com.
Coming Soon Features:
Possibility to send automated SMS notifications to customers
Autodialer for massive outbound reach out
Sentiment Analysis
Softphone for iOS Mobile Devices (coming soon):
Phone Contact Book contact book integration
Call history
Dial Pad pad with integration to calling over SIP and/or GSM
Voice Messagesmessages
SMS Chat Messages
Access to call recordings and call transcripts
Video Conferencingconferencing
Fax Messagesmessages