Helping you stay ahead through technology

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
Senior businessman on the move

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 features

  • Built upon the Avaya Experience Portal platform
  • Offers a 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 standards
  • Leverages pre-built API integrations with a large number of service providers
  • Offers text-to-speech capabilities in 73 different languages and professional voice talent to record IVR prompts and messages

IVR key benefits

  • Drive customer satisfaction: We pinpoint customer needs and make the support experience smooth and efficient.
  • Reduce costs per customer: 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 VIP service or upsell opportunities.
  • Scale and adapt quickly: Fast and flexible call-flow modifications and API integrations speed deployment and optimization.
  • Achieve strategic goals: We use IVR data to drive process improvements that align with your strategic initiatives.
  • Industry-leading security: Our IVR platform is PCI-DSS Level 1- and HIPAA-compliant as well as SOC 2 Type II-certified.
Learn more about our IVR design and technology
Designer using digital tablet at screen in creative office

inTouch and its key benefits

inTouch is a comprehensive performance management platform that 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.

  • 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.

Aigent and its key features

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. Includes:

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

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