Design & Integration

Contact Centers of all types require integration to an increasing number of corporate or third party vendor solutions to deliver a cohesive customer experience. Use of multiple communication channels make information sharing and seamless transitions even more important, especially with mobile callers where expectations have been set by ever more capable mobile devices.

Core contact center services including virtual contact center, patent-pending speech recognition IVR technology and voice of the customer call recording are VoltDelta innovations, supporting rapid deployment, seamless transitions between channels and cost effective service. In addition, VoltDelta’s expertise in integrating many other contact center components enhances services with flexibility include customer/prospect data or to work with favored vendors. Examples include:

• Database:  Link to data repositories to identify callers with associated detail. Information can be used to reduce handle time with high satisfaction, intelligently transfer to an agent best fit to answer specific questions, or implement a voice recognition dialog based on an identified caller attribute.
• Workforce Management: VoltDelta has experience with integrating WFM solutions from Teleopti, Verint, Aspect and others.
• CRM Systems: Integration with Oracle Service Cloud, as well as Microsoft Dynamics and Salesforce.com allow caller detail to be “popped” to the agent with enhanced services that make it easier for agents to drive to the correct result more quickly with reduced questions posed to callers.
• Knowledge base/Scripting: VoltDelta’s browser-based agent desktops facilitate integration into available knowledge bases or scripting resources.
• Reporting & Analysis: Data from VoltDelta’s agent or IVR systems can be exported for review. Additional analytics solutions can be integrated with the VoltDelta platform for agent and or automation analysis.

Contact VoltDelta to learn more about how our contact center service integration works or schedule a live online demo today!