Vocinity CCAs are AI-powered software agents that augment or replace live contact center agents for sales, service, on-boarding, concierge, customer success, and more. With perfect consistency and limitless scalability, CCA’s speak intelligently–in 28 languages—to make and answer phone calls, engage prospects via voice-enabled ads, chat via apps, and message using SMS, RCS or a range of messaging apps.
CCA’s collect and deliver information, conduct transactions, screen calls, and orchestrate service delivery. Each customer touch point is a potential opportunity for CCAs to increase engagement, improve the efficiency of human reps, and optimize conversion.
CCAs combine voice processing, text/chat, and robotic process automation. CCAs receive scripts and action instructions similar to human call center agents, enabling them to be first contact at touch points throughout the customer journey.
CCAs execute similar scripts and process as human contact center agents,
CCAs are capable of intelligent, in-depth conversation, allowing them to deliver customer service, sell, educate, and/or entertain.
CCAs handle phone calls, (inbound or outbound), respond to digital assistants (DAs), car voice-command systems, web link, and SMS, plus messaging programs like Facebook Messenger and RCS, the emerging, new messaging standard.
CCAs do more than understand speech—they’re lifelike agents that also execute tasks. For example, a Sales CCA
can converse with a customer just as a live rep does to elicit information for an order, and then send post-call
messages to confirm and/or finalize the sale. The same CCAs can converse via voice or chat/messaging, and
combine the two—such as enriching a birthday greeting by sending a picture of a birthday cake via SMS.
The process is:
Challenges with live agents include:
Vocinity CCA’s address each of these while lowering costs. Achieve perfect consistency, in-depth analytics to enrich retargeting and cross selling, and limitless scale –from 1 conversations to 10,000 or more.
Vocinity CCAs engage in personalized, dynamic conversations combining the impact of a call with the scalability and cost of email. Whether pre or post sales, CCAs maximize conversion rates, reduce fallout and churn, and improve satisfaction. More than speech, CCAs deliver in-call or post-call messages, up-sell/cross-sell, or schedule live agent follow-ups. An unprecedented blend of flexibility, engagement and low cost enables a personalized experience and ideal touch cadence and that puts the customer front and center.
CCAs are force multipliers for skilled care agents, service reps and technicians. While IVRs make customers irate, CCA’s make them smile, with an engaging positive tone that sets live agents up for better outcomes. CCA’s integrate into back office processes, even taking the lead in driving workflow. Streamline process, lower costs and delight customers with CCAs for order taking, appointment scheduling, reminders and care and service calls.
With broad capability suitable for many job roles, CCAs can be applied to specialized functions such as jobber hotlines, franchise communications, field technician assistance, retail ordering support, and channel management. CCAs can be customer or partner specific, tailored to regions or verticals, and rapidly deployed for events like trade shows, annual meetings, concerts, or conventions.