Helping you stay ahead

We invest heavily in technology, offering innovative, cost-effective and time-saving solutions including:

  • Custom Interactive Voice Response (IVR)
  • InTouch performance management app and call recorder
  • Aigent, our Al and machine-learning solution
Learn more about our call recording solution
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Interactive Voice Response (IVR)

Our customizable Interactive Voice Response (IVR) technology provides self-service data integrations, callback options and predictive applications that anticipate the reason for a call to lower costs per contact while keeping customers happy.

Key benefits

  • Customer satisfaction: We narrow down customer needs and make the support experience smooth and efficient.
  • Cost-saving and agent efficiency: We lower costs with a 24/7/365 automated system that offers convenient self-service and proactively routes high-value calls to a live agent for upsell opportunities.
  • Scalability and flexibility: We offer fast and flexible call flow modification and API integrations.
  • Strategic alignment: We continuously enhance our IVR technology to achieve your business goals.
  • Industry-leading security: Our IVR platform is PCI-DSS Level 1—and HIPAA-compliant as well as SOC 2 Type II-certified.

Key features

  • Uses the Avaya Experience Portal platform
  • Offers a very high level of redundancy at both the server and the data center level
  • Provides a wide variety of IVR templates based on industry-best practices using the VoiceXML 2.1 standard
  • Leverages prebuilt API integrations with a large number of service providers
  • Offers text-to-speech capabilities in several different languages and a pool of voice talents to record professional IVR prompts and recordings

InTouch app

The InTouch app frees managers from their desks so they can stay engaged with their teams. Receiving customer feedback in real time lets managers rapidly address issues, coach agents and track performance against your business goals.

InTouch is a comprehensive performance management tool.

InTouch: Key benefits

  • Real-time alerts: Unlock instant coaching based on feedback from customers or quality assurance.
  • Real-time reports: Access real-time reports via tablets so team leaders can be on the floor spending more time developing and building relationships with their teams.
  • Recognizing job well done: Awards medals to the best performers while offering real-time feedback for agents and team leaders (yes, we’ve gamified outsourcing).
  • Unified user interface: Lets agents, team leaders and operations managers see their performance metrics in a single view.
  • Coach your teams: Helps leaders motivate their teams via the InTouch performance dashboard.
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Aigent

Our artificial intelligence software listens to live calls and provides real-time guidance and course correction, reducing handling time while improving compliance and caller satisfaction. This helps callers get what they need more quickly and effectively, saving you time and money.

Happy mid adult man talking on mobile phone. Businessman standing in conference room having a telephonic conversation.

Aigent: Key benefits

  • Speech recognition: Proprietary speech recognition models are trained using domain data and tailored to call-center environments.
  • Machine learning: Progressively improves the way it serves agents and provides critical insights regarding how agents are performing.
  • Agent interface: Serves as if it’s sitting next to the agent, intervening only when necessary to improve the speed, quality or process compliance of a call.

A good IVR solution is paramount for a positive customer experience. Ubiquity has become our trusted partner not only to build first-class IVR systems for our partners but also to develop the supporting analytics that help them understand how customers are using the technology, so we can continually optimize the customer journey.

Geoff Smith VP of Operations, Americas & AsiaPac, Carta Worldwide