The Spoken Call Center Solution

Spoken has taken phone self-service and its economic efficiencies to the next level with a Guided Self-Service solution.

Features include:

• Silent Guide Capabilities: Convert your phone agents to silent guides who assist 4 or more callers at a time
  
  
• Whole Language Support:
  Supports diversity of requests and languages and open-ended greetings like “How can I help you?” .
  
  
• Reports and Analytics: Analyze agent performance and gain insight into your top performing guides and most frequent customer inquiries.
  
  
• Recording: Capture the callers’ dialogue, for future improvements.
  
  
• Unique Guide Console: The web-based console is designed using principles to maximize attention for handling 4 or more calls at one time.
  
  
• Supervisor Control : Silent call center guides can be monitored and assisted through a supervisor
  console.
  
  
• Guide Agent Manager: Manage web-based call center guides by different skill and experience.
  
  
• Workflow Designer: Quickly
  update and change Guided Self-Service applications with our Voice Workflow™ system .
  
  
• Data Connector: Integrate CRM and data from disparate applications into the Guided Self Service experience.
  
  
• Call Balancer: Automatically distribute calls to available silent Call Center Guides based on load factors.