In this session, Peter and Liza join us with some of our biggest announcements on the platform yet.
Introducing Pulse: Volie’s AI-powered call assistant. This is the first major installment under Volie Intelligence suite. Pulse will listen to every call coming into your BDC and score it based on communication between the agent and customer. Potential issues will be flagged for review at the BDC manager’s discretion. Some customers are eligible for a free trial period beginning Monday, May 19th.
Missed calls now expire from the queue after a set number of days if chosen. Missed calls can now be defined by “agent drop”, “customer drop”, or “voicemail”, and can appear in the queue selectively based on type.
A new dashboard, nicknamed “Big Board”, that is specifically formatted for a TV display and shows activity in your account in real time.
“Agent bump” alerts agents if they have sat on a page for an extended period without engaging in the call. This feature is completely customizable between duration, screen display and color.
Unlimited number of dispositions per phone call possible through the addition of the “save” button on phone call record.
Last but not least, customers who use Reynolds for DMS, we are RCI certified and will be turning on integration at your request. Contact your rep to do this.
