Question 1

What features are provided in the cloud call center or cloud contact center solution?

Accepted Answer

The following features are provided as a part of the hosted cloud call center solution

Interactive Voice Response (IVR) – Helps callers navigate to the right agent easily through self-service options.
Call Forwarding – Enables agents to seamlessly forward calls to an agent in another department.
Call Transferring – Enables seamless call transferring to an agent who is available.
Call Conferencing – Cloud contact center solution enables multi-agent call conferencing for faster query resolution.
Call Recording – Record all calls for quality checks and analyze agent performance.
Skill-based Routing - Transfer incoming calls based on the skill of the agent to resolve queries expediently.

Question 2

What is the difference between a virtual number and a toll free number?

Accepted Answer

Virtual number is a telephone number that is indirectly associated with a telephone line. These numbers are formatted to forward incoming calls to one of the pre-set telephone numbers. A toll-free number is a number in which the calling party does not bear any cost but the party that has subscribed to the number incurs charges for  incoming calls. A toll free number usually starts with 1800 or 800

Question 3

Where can I get a virtual number with call recording software?

Accepted Answer

You can get a virtual number with call recording software when it is adopted from a cloud telephony service provider. All your calls will be automatically recorded with the consent of the caller. It is very similar to a voice recorder during calls. As the service is on the cloud, it can be easily tracked and recorded.

Question 4

What is the difference between OBD and IVR?

Accepted Answer

OBD stands for Outbound, whereas IVR is the acronym for Interactive Voice Response. Typically, outbound solutions are used to provide information to customers using calls, SMS, or emails. IVR is an interactive recorded message to handle routine inquiries with self-service options where the customer uses the dial pad or voice instructions to give and receive information or navigate to the right agent. It is possible to combine IVR and Outbound service to interact with the customer and get their feedback.

Question 5

What is Click to Call, and how does the click to call solution work?

Accepted Answer

Click to call is an API integrated call button widget featured on the website and app allows customers to contact you directly. Businesses need to configure the call button on the website/mobile app, followed by which customers can view the call button widget and by clicking on the widget the call is routed through our server connecting both ends - the caller and the receiver.

Question 6

What is speech analytics?

Accepted Answer

The Speech Analytics platform lets you build an easy-to-use application & helps you get closer towards your customer intent empathy basis sentiment analysis.

Being a multidisciplinary tool, Speech to Text Technology (STT) combines computer science, engineering, and computational linguistics to enable computers to detect spoken words and convert them into written text. Using computational linguistics, an STT solution provider can recognize spoken language and convert it into text, which is referred to as computer speech recognition or speech recognition.

In essence, STT applications are nothing but Automatic Speech Recognition (ASR) or voice to text conversion software. It is a computer-based code that categorizes auditory input and converts it into smaller bits of words using Unicode characters & voice algorithms.

Question 7

What is Voice broadcasting?

Accepted Answer

Voice broadcasting is a communication technology that enables businesses to send voice messages to a bulk of audiences simultaneously. A pre-recorded voice message is shared through automated calls with a large audience or customer base through bulk voice calls with minimal effort.

Any business can avail benefits of voice broadcasting for sharing announcements, alerts, offers, surveys/polls, notifications, etc with their audience. Businesses can also get some additional benefits like: call recording, text-to-speech, and others for improved engagement.

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