Products

Social Data Router (SDR) allows your contact center agents to engage with customers across different Social Media platforms through a single router. Facebook, Instagram, LinkedIn, YouTube and Twitter are all supported by SDR.

The Survey Comment Transcriber for PureConnect is a specialized tool designed to enhance the functionality of the PureConnect platform by converting audio-based survey comments into accurate, searchable text. This transcription capability allows organizations to efficiently analyze customer feedback, leading to improved service quality and customer satisfaction. Key Features and Functionality: - Automated Transcription: Seamlessly converts recorded survey comments into text, eliminating the ne

With Prompt Recorder by Avtex, you can now create new or update existing prompts from your phone. You can also dial directly into Interaction Attendant and record your prompts. Having this capability makes it easy to allow voice talent to make new prompts without giving out access to sensitive IVR configurations.

Lynn is an integration environment to provide Pure Cloud omnichannel. It’s designed to manage interactions with the ability to implement AI-based self-service, visual IVR, with historical data analysis. All in a single platform managed in the Cloud.

Now you can add the ability to change the status of a user on inbound and outbound calls with the Change Status Handler from Avtex. Choose different status messages for non-ACD calls. When a user receives a call, their status will change to what is configured, and change back once the call completes. The status is set when the user makes or receives a call and is reset when they disconnect the call. Configure users for automatic status changes through Role or Workgroup membership.

Interaction Voicemail Player is a standalone desktop application designed to streamline voicemail management across various email platforms, including Microsoft Outlook, Gmail, IBM Notes, and Novell GroupWise. It delivers voicemail messages as .wav file attachments, allowing users to access and manage their voicemails directly from their email clients or through the Customer Interaction Center client interface. Key Features and Functionality: - Unified Interface: Provides a consistent user ex

With SimpleConference by Avtex, this can be a reality. Simply associate an Attendant profile with the bridge number(s), and callers will be joined to the appropriate bridge.

CloudArch by Avtex is comprised of numerous add-ons to the PureCloud for Salesforce solution allow you to get even more value of your investments. Both PureCloud and Salesforce are extremely flexible web-based solutions which allow for numerous possibilities to bring the platforms together.

The System Report Handler for PureConnect is a specialized tool designed to enhance the reporting capabilities within the Customer Interaction Center (CIC environment. It automates the execution of reporting tasks by integrating seamlessly with the CIC reporting system, thereby streamlining the generation and management of reports. Key Features and Functionality: - Automated Report Execution: Utilizes handler steps to invoke the I3RunCrReport executable within the CIC environment, passing nece

With the Holiday Message Changer from Avtex, you now have the ability to have these message changes happen automatically. Schedule all of your holiday schedules and play a special greeting for each one without having to change Interaction Attendant each ti

This customization to PureConnect can be used to request transcription of voicemails in real time, to add to the body of the email when the voicemail is delivered.

Earlier, in WEB-browsers there was no built-in audio / video calls support, so all had to use third-party plug-ins or develop their own mobile application. Now, everyone from your site can call you directly using only a Browser, just place a button “Call me from the site”.

The Google Speech Recognition (GSR plugin for the UniMRCP server enables Interactive Voice Response (IVR platforms to integrate Google's Cloud Speech-to-Text services using the Media Resource Control Protocol (MRCP versions 1 and 2. This integration allows for accurate and efficient speech-to-text conversion, enhancing the capabilities of voice-driven applications. Key Features and Functionality: - Automatic Speech Recognition (ASR: Utilizes deep learning neural networks to convert spoken lang

By combining the best of both worlds, Avtex InteractionSync for PureCloud uses the features of PureCloud to handle queuing, routing, measuring and reporting and synchronizes key data to Dynamics 365 to ensure consistent tracking of your customer's journey and produce the greatest customer experiences.

The WFM RTA (Workforce Management Real-Time Adherence) integration monitors PureCloud for agent presence changes and sends the information to external WFMs.

Voice Branding by GM Voices ensures your caller experience is consistent with your brand image. The first channel that touches your customer deserves a crisp, professional talent selected from a wide variety of styles, voices, and languages.

Rivet's entertaining stories keep your customers on the line up to 23% longer than music. 77% of callers say that valuing their time is the most important thing a company can do to provide great customer service

The Conversation Hub is the world’s first Conversation Quality Support Platform

Botter Chatbot Framework consists of many components designed to enrich and complement Pure Cloud with a state of the art UI/X with one of the latest cognitive Chatbot flow builder technologies in the market with an accurate Arabic NLP engine supporting more than 20+ languages.

Your outbound calls are bonafide, helpful, even expected, but 8/10 times they still get ignored. Decades of nuisance callers have damage voice channel's trust. Our proprietary solution will help customers establish that your calls are not spam calls.