SWIFT Routing

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Aria Solutions’ SWIFT Routing is a pre-built enterprise agent skills-based routing solution. This solution includes basic-to-complex features that are enabled as needed through configuration.

Holiday Message Changer for PureConnnect

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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

Prompt Recorder for PureConnect

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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.

Recording Transcriptions for PureConnect

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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.

SimpleConference for PureConnect

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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.

Survey Comment Transcriber for PureConnect

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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 need for manual transcription. - Integration with PureConnect: Fully integrates with the PureConnect system, ensuring smooth operation within existing workflows. - Searchable Text Output: Provides transcribed text that is easily searchable, facilitating quick retrieval and analysis of customer feedback. - Enhanced Data Analysis: Enables organizations to perform in-depth analysis of customer sentiments and trends by leveraging textual data. Primary Value and Problem Solved: By automating the transcription of audio survey comments, the Survey Comment Transcriber for PureConnect addresses the challenge of efficiently processing and analyzing qualitative customer feedback. This automation reduces the time and resources required for manual transcription, minimizes errors, and allows organizations to gain timely insights into customer experiences. Consequently, businesses can make informed decisions to enhance service delivery, address customer concerns promptly, and foster stronger customer relationships.

System Report Handler for PureConnect

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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 necessary parameters via a named pipe for efficient report generation. - Synchronous Operation: Operates synchronously, awaiting completion codes from report executions to ensure accurate and timely reporting. - Resource Management: Limits concurrent report executions to five instances to maintain system performance, with a timeout mechanism to handle prolonged executions. - Error Handling: Incorporates safeguards to terminate reports exceeding a ten-minute execution time, preventing potential system degradation and addressing issues like unresponsive processes. Primary Value and User Benefits: The System Report Handler addresses the need for efficient and reliable report generation within the PureConnect platform. By automating reporting tasks and managing system resources effectively, it ensures that organizations can produce timely and accurate reports without compromising system performance. This automation reduces manual intervention, minimizes errors, and enhances the overall efficiency of contact center operations.

Voci Voicemail Transcription for PureConnnect

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Voci collaborates with trusted partners and providers whose quality products and services implement our AI-driven solutions. The integration of our innovative technology with their expertise meets the unique needs of customers and opens doors to more opportunities for both parties.

Abandoned Call Handler for PureConnect

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The Abandoned Call Handler for PureConnect is a specialized solution designed to address the issue of inbound calls that are disconnected by callers before reaching an agent. By effectively managing these abandoned calls, the system enhances customer experience and operational efficiency. Key Features and Functionality: - Callback Offerings: Provides callers with the option to receive a callback, reducing frustration associated with long wait times. - Wait Time Information: Informs callers about estimated wait times, setting clear expectations and improving satisfaction. - Customizable Thresholds: Allows configuration of wait time thresholds and automatic transfer behaviors to align with specific business needs. - Reporting and Analytics: Offers detailed reports on caller behaviors and system performance, enabling data-driven adjustments and improvements. Primary Value and Problem Solved: The Abandoned Call Handler for PureConnect addresses the challenge of high abandonment rates in call queues, which can negatively impact customer satisfaction and brand perception. By offering callbacks and providing wait time information, the system reduces caller frustration, improves first contact resolution, and optimizes agent utilization. This leads to a more efficient contact center operation and a better overall customer experience.