TxAgentVoice is Interlink’s Agent Assisted Voice Solution. TxAgentVoice is a highly scalable Contact Center Solution to increase Agent Productivity, Efficiency and reduce Program Operation cost. It is simple, easy to deploy and requires minimal configuration to get it up and running. TxAgentVoice provides an Interactive dialogue workflow (call flow) that offers pre-defined solutions to routine problems. Vocalization is provided through pre-recorded audio messages.
TxAgentVoice provides excellent voice quality and also reduces hardware costs since it doesn’t require hardware components at the client side, as it uses server side (AVAYA) resources to play pre-recorded messages. TxAgentVoice integrates with technologies like TxIVR and TxRecord for vocalization/IVR and call-recording. TxAgentVoice is the first product in this space that uses completely innovative Avaya Communication Manager (CM) and AES Server based Architecture.
Centralized Management
TxAgentVoice provides centralized management and deployment. All the functions like creating new Application, creating Call Flows for Applications(scripts), modifying existing Application Call Flows, deploying a new Call Flows for existing Application, adding new agents to the system, creating audios for existing Application Call Flows are done from a central location. TxAgentVoice provides a web interface for performing these functions. Agents can be added to TxAgentVoice by importing existing users from the Windows Active Directory or from a text file with user details in comma separated format.
CRM Integration
TxAgentVoice is integrated with Microsoft Dynamics CRM. TxAgentVoice can push the information collected from the customer at the beginning of the call by TxIVR and push the information to the CRM, which will then be available to the agent when the call gets transferred to the agent. The agent can also push additional data to the CRM which he collects from the customer during the call. TxAgentVoice can also be integrated with other CRM applications like SalesForce.com.
Ease of Use
TxAgentVoice provides an intuitive, easy to use interface to the user for creating new scripts or making changes to existing scripts. It also provides interface for the user to record the dialogues in the scripts using the microphone on the user’s machine. TxAgentVoice also provides vocalization through TTS so the user can go through script before recording audios for the script. The recorded audios can be instantly played back to check the quality of the recording. No programming experience is required for the call-center staff to create scripts for TxAgentVoice. A new version of a script can be put into production at the click of a button and without affecting the scripts currently in production.
To minimize response times during call-handling, all the functionalities of the TxAgentVoice Agent Screen are provided with keyboard shortcuts, placing the functions at the agent’s fingertips.
Scalability
TxAgentVoice can support any number of agents for a given port density. Number of agents can be increased by adding more number of ports.
Multiple Voice Support
TxAgentVoice provides support for multiple voices. Each script can be associated with and recorded in multiple voices. Agents can select the voice while logging in to the TxAgentVoice system, offering the flexibility for the agent to select a voice or it can be configured for each Agent by the Administrator. Each script will have a default voice, which will be selected in case a voice is not configured for an agent.
Virtualization Support
Most components of TxAgentVoice can be deployed in a virtualized environment, there by taking advantage of the features and benefits provided by virtualization, reduction in cost of infrastructure being one of the biggest benefits of virtualization.
Call Summary
During the duration of the call, TxAgentVoice records the customer response and the corresponding dialogue played by the agent as a script, which is then made available to the Supervisor on Call Transfer. This lets the supervisor get an overview of what happened during the call with the previous agent, there by being able to help the customer better.
Dead Air Reduction
TxAgentVoice provides a tool which helps reduce Dead-Air in voice message. When recording audios for the script, there will invariably be Dead-Air in the recorded message, which if not handled might keep the customer waiting for response from the agents, which in turn leads to customer dissatisfaction. We understand the importance of response times in the call center space which is why TxAgentVoice comes with a Dead Air reduction.
Benefits derived
- Faster Program deployment
- Reduction in Agent Training
- Decreased Average Handle Time(AHT)
- Ensures standardized process flow
- Ensures uniform customer experience