Call Center Studio Review

Call Center Studio is a next-generation contact center solution built in the cloud that helps companies create the best experiences for both their customers and agents, while ensuring efficiency across all operations. The serverless infrastructure offers maximum scalability, making it the most suitable solution for remote work environments. When you need technical support, customer service is responsive and available 24/7 minimizing downtime and ensuring business continuity. Features such as predictive dialer, automatic call distribution, skills-based routing and interactive voice response (IVR) offer improved call management. The speech analytics feature provides automatic speech recognition and real-time voice application via a built-in speech synthesis tool.

CALL CENTER STUDIO – TUTORIAL

Let’s take a look at the features of this call recording software:

CALL CENTER STUDIO – FEATURES

• Skills-Based Routing: routes to the best fit agent in your calling center based on their skills so your customer gets the best support available
• Voicemail Routing: allows customers to leave voicemails when necessary. Those recordings can be shared with third party integrations to generate tickets or notes
• Web Callback: customers who have left their phone numbers on your website are directed to agents to enable them to respond to all customers on the same platform
• Time-Of-Day And Geo-Routing: enables leveling agents for specific queues within your calling center so you do not make your customers wait due to unavailability
• Queue Callbacks: gives the caller who waited in the queue more than a certain time the option to get a callback instead of waiting in the queue
• In-Queue Call Flow: enables changing in-queue properties of a call flow, such as the hold music, announcements to give your customers a customized experience
• Interactive Chat Response (ICR): configurable ICR trees allows for the customers to self select their queues and other tasks without the help of an agent through the use of their keyboards on Whatsapp or chat
• IVR Script Designer: enables defining the greeting, prompts, menus, and self-service inputs presented to customers who contact your business by phone
• Text-To-Speech: enables converting text into vocal speech so you can personalize your voicemails or create IVR prompts without any recording needed
• ASR Languages: allows your customers to speak their responses and navigation. Includes built-in Google Speech’s speech-to-text and text-to-speech on all languages supported by Google
• Inbound & Outbound Call Flow: both inbound call flows and outbound campaign and dialing flows can be customized via a drop-down menu
• CRM Lookup: informs the agent about the context and previous touchpoints of a call.