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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:
Call queue management
Call routing
Mute / Hold / Transfer calls
Contact and Account identification and access to the entire communications history with the client
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
Call Scripts and custom workflows
Take your Sales, Customer Engagement, and Customer Service experience to a new level with the Contact center product suite Creatio.
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