General Product Description

Owned by Artemiy Firsov
Last updated: Nov 30, 2023
3 min read

Contact center product suite Creatio

Contact center product suite Creatio is a turnkey solution 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 performance.

Use Cases:

  • Set up a Contact Center – Provide your Sales and 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 out how your best agents are doing and deploy that across your team.

  • Boost your agents’ confidence on a call – 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 truly understand your customers and customer interactions. Help your sales staff engage the client and get to the point of sale in fewer steps.

  • 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 key performance metrics. Get a clear picture of what skills and activities drive more deals.

Key Features:

Contact center product suite seamlessly integrates with Creatio and provides users with the following features and capabilities.

  1. 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.

  2.  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

  3. 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

  4. 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.

Notes:

  • Call Analytics platform 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 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@velvetech.com.

  • If you wish to customize the platform or need help setting it up, please contact the Velvetech support team via info@velvetech.com.

  • Softphone for iOS Mobile Devices (coming soon):

    • Phone Contact Book integration

    • Call history

    • Dial Pad with integration to calling over SIP and/or GSM

    • Voice Messages

    • SMS Chat Messages

    • Access to call recordings and call transcripts

    • Video Conferencing

    • Fax Messages