IVR Designer, Coaching, PBX and more
Release of 05/10/2021
1. SMS/Mail
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.
- SMS: possibility of setting up the sending of an SMS in an IVR branch, for example after the broadcast of a message offering to receive a product catalogue by SMS.
- Mail: send an email with contextualised information about the call thanks to the cross-referencing of the caller's information from the database. Possibility to choose from the generic mails in the company's template library, or to write new content.
2. Coaching
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.
3. PBX
ViaDialog provides an IP Centrex solution.
This PBX solution allows :
- Account management ;
- Management of multiple extensions per account;
- Management of short numbers ;
- Management of ring groups (distribution strategy and transfer strategy) ;
- The provision of a call log.
Thread cutter
On caller recognition, possibility to change the priority of the call within the queue.
SSO-SAML
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.
Security
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.