Comm100 has added voice to its CCaaS solution, supporting both human-to-human and automated customer conversations.
Making the announcement at Customer Contact Week (CCW), the vendor now offers a complete omnichannel solution in a single integrated platform.
Its new voice, bot, and automation capabilities stem from a partnership with Deltapath, a US-based UC provider. By further integrating their solutions, the companies may also enable better cross-function collaboration, knowledge sharing, and remote agent support channels.
However, the partnership kicks off with the addition of inbound and outbound calls, alongside voice bots. These harness speech analytics to understand customer intent before offering a self-service solution or routing customers to the most appropriate agents.
Going into further detail, Ty Rottare, VP of Global Channel Sales at Comm100, said:
We can extend our value even further with our Voice Bot, which is easily configured to understand and respond to hundreds of topics, match intents and improve the customer experience with a set of key features that will have us leading the market.
These features include adding rules for when to escalate a bot interaction, webhook integrations that allow automated voice responses to various transactional queries, and tools to extract additional insights from voice bot conversations.
Already providing chatbots across digital channels and self-service knowledge bases, this innovation allows Comm100 clients to further support customers in getting “the right answer, the right way”.
The voice bot offering is also available to Deltapath customers. Sharing his thoughts on the innovation, David Liu, CEO of Deltapath, added:
Taking on some of the biggest challenges like offering seamless 24/7 support, eliminating wait times for customers, and lowering the cost of customer support is incredibly exciting. To add to the excitement, Comm100’s voice bot will give us even more of a competitive edge in our offering.
In terms of the Comm100 offering, the voice bot will integrate into its existing portfolio, so agents can view historic voice bot interactions – alongside other contact centre conversations – and always get to grips with the entire story.
Further features, which come with the voice channel, include the option for an IVR and flexible telephony integration.
With these new additions, Comm100 takes a giant step forwards in its mission to support clients to service their customers “wherever, whenever, and however, they want.”
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