Release of 05/10/2021
Two new blocks have been integrated into the IVR Designer, allowing the sending of SMS and email to be set up within the same IVR.
The coaching module of ViaDialog makes it possible to bring a support to the agents via the listening of the live calls. This module has a double scope: training or assistance to agents. Thus, an agent can be easily assisted by a supervisor to solve a potential problem that he encounters during a call with a customer.
The request for coaching can come from the agent himself to get support from the supervisor, or it can be initiated by the supervisor who will offer his help to the agent.
Coaching takes place without interrupting the current call.
ViaDialog provides an IP Centrex solution.
This PBX solution allows :
On caller recognition, possibility to change the priority of the call within the queue.
Implementation of a single sign-on service using the SAML protocol. Increased security by eliminating passwords. Secure user logins and faster, more secure access deployment.
Automatic rotation of user passwords, with one setting per user possible. Account deactivation after N unsuccessful login attempts, with reactivation only possible by the administrator.