Sagecom CCaaS can reduce the cost of standard sales, service, inquiry, collection, and support calls to and from your business. It works 24 hours a day and seven days a week.
Contact Center as a Service ( CCaaS ) - transform your vision of multichannel client interaction into a reality with this powerful and affordable tool!
Features and functions
Web-Based Drag and Drop IVR Creation
- Simple Drag-and-drop creation of an IVR.
- Visual interpretation of the IVR call flow.
- Easy to make adjustments/changes.
Unlimited Number of Call Flows
- Interactive IVR allows you to create an unlimited number of call flows.
- IVR Scripts can be triggered based on the phone number (DID) or Mailbox Number Dialed. So, if you had multiple numbers (DID) in your system, each could trigger a different call flow.
- Even if your system has only 24 lines, you can still have thousands of IVR applications.
- Scalable to handle hundreds of calls simultaneously.
Play Unlimited Prompts
- Play Pre-Recorded Prompts (TTS or Uploaded).
- Play a Variable (Date, Time, Sentence, Number, Characters, etc.)
- Play from a Database.
- Easy to add prompts to play.
Touch Tone Detection
- Choose from a list of selections, enter account numbers, their security code, etc., all through the numeric keypad on their phones.
- Specify the number of digits to expect and the maximum time to wait between digits to make the call flow as seamless as possible.
Out-dial Capability
- Dynamically call out to customers & clients.
- Use the IVR logic to control the logic of the call based on the status of the call, e.g., busy, no answer, connect, answering machine, fax machine, or operator intercept; you can choose what action to perform.
- Click to Call from a Website
Web Service Integration
- Web Services have become the standard to integrate with any outside database/website/application.Utilizing the JSON standard, Interactive IVR can provide unlimited outside functionalities. This allows for a robust, limitless set of additional tools.
- Provide SMS, Email, Screen Pop Ups, and more functionalities.
Recording
- Record any prompt from a caller
- Stop Recording based on silence or DTMF
Call Transfer
- Allows you to dynamically transfer callers to other telephone lines, extensions, and IVRs. Callers can be transferred with a blind transfer (unconditionally) or with a supervised transfer (monitor the call status before transferring).
- Supports call patching, whereby multiple callers can be connected into the same conversation.
Text to Speech
- Integrates with Amazon AWS & IBM Watson Text to Speech
- Type any text into a field, and Interactive IVR will speak the reader to the caller with a clear, human-like interpretation.
- Eliminates the need to record prompts.
- Allows for quick, on-the-fly changes to a script.
- High-quality, professional-sounding voice.
Speech Recognition
- The Speech Recognition feature makes customer interaction with your system quick, convenient, and straightforward.
- Interactive IVR Speech Recognition module recognizes words, names, spoken letters, and numbers.
- Callers can spell names, order products, and enter account numbers and zip codes without entering a single touch tone on their phone.
Call Recording
- Record a Call Conversation
- Use for Security, tracking, performance, verification, fraud, etc.
Web Based Reporting
- Generate Hourly, Daily, Monthly, or Yearly Graphs on Calls with one click.
- Extremely User-Friendly Interface.
- Generate Summary Reports / Invoices to send to Customers.
- View Detailed Summaries and invoices for Each DID/IVR.
IVR Logging
- IVR Tracking allows you to detail the caller's interaction with the IVR.
- Used to help optimize the IVR for cumbersome logic.
- Used to troubleshoot the logic of an IVR and increase performance.
System Integration
- Hosted or Premise Based (AWS, Run it at our Location, or in your location)
- Supports old legacy PBX switches.
- VoIP, TDM Support.
- Integrates with Asterisk PBX (Phone System).
- Support Dialogic E1, T1 & VoIP (HMP).
- Supports Twilio API's.
- Supports Cisco Voice Gateways.
- Supports Ribbon Communications Gateways.