Voice channel is full of features that enhance agent efficiency and enable them to deliver higher quality customer service:
Intelligent Voice Menu
The greatest benefit of voice channel is that it reduces the burden on one of the most costly customer service channels. The intelligent voice menu can reduce the number of calls that need to be escalated to an agent by providing automated assistance with simple requests.
Voice channel’s transcriptions services reduce confusion and need to ask clients to repeat themselves, enable smoother case transfers through detailed records of interactions, and free agents from the need to take notes.
Real-time Language Translation
Live translation of call transcripts makes it possible to assist clients even when a translator is not available.
Knowledgebase Article Suggestions
Increase issue resolution efficiency with live knowledgebase article suggestions. Voice channel provides agents with real-time resource recommendations based on AI analysis of the ongoing call.
Voice channel helps you continually improve service quality with performance metrics such as call duration insights and AI-powered customer sentiment analysis.
Call Topic Trends
Discover the most common questions and issues your customers are encountering with call topic trends. This valuable insight can help uncover problems and topics in need of an article on your customer self-service portal.
Seamless Dynamics 365 Integration
The native app has the reliability and scalability you expect from Microsoft cloud products and was designed to integrate with Dynamics 365 Customer Service.