Contact Virtualisation

Are you getting best value from your live agents?

Telephone agents are among your contact centre's most costly assets. Datapoint's Outbound Virtual Agent Contact Virtualisation solution can help you to make more productive use of agent time and optimise their performance.

• Reduce business effort - by reducing the live agent average call handling time and cost of outbound calls
• Automate part or all of outbound calls
• Automatically pre-qualify a caller before passing them to an appropriate agent to complete the call - saving up to 30% of agent time
• Fully automate certain customer service and finance transactional calls: e.g. renewal notification, payment acceptance, etc. - saving up to 100% of agent time
• Improve employee experience - by delivering better qualified calls and reducing rejection
• Improve customer experience - by making it easier for your customers to transact with you

• Sophisticated dialler and voice engine technologies provide interactive virtual response (IVR) virtual agents capable of replacing contact centre agents, in total or in part, in the fulfilment of outbound campaigns
• Market leading dialling algorithms and call classification routines are used to make the outbound calls, passing answered calls to the virtual agents
• Call connection initiates the IVR script that uses text-to-speech conversion to continue the call, speaking out customer details such as the customer name and reason for the call
• Depending on the outbound campaign objectives, the IVR can (1) simply play a personalised advisory message, (2) identify whether the call has reached its intended recipient and transfer the call to a contact centre agent agent, or (3) undertake customer service or financial transactions on a fully automated basis, having identified and verified the recipient
• On termination of the call the IVR records the outcome to enable the results of the campaign to be reported alongside contact centre agent agent campaigns
• Customers electing to speak to a live agent during the completion of the IVR script are transferred to the next available appropriate agent, who is provided with a screen pop-up detailing call progress so that the call can be completed seamlessly
• Also valuable in completing aspects of inbound calls, such as the communication of legal terms and conditions or to leave personalised messages on answerphones for outbound calls

• Katalyst driven CONTACT-OPTIMISATION™
• Consulting insight
• Market leading technologies
• Solution architect specialists
• Active managed service support

DATAPOINT SOLUTIONS, DELIVERING BUSINESS BENEFITS, PERFECTING CONTACT-OPTIMISATION™