The VoxLinx™ Gateway platform incorporates a number of unique, technologies that add up to a superior speech automation solution. Whereas most legacy Interactive Voice Response (IVR) systems and other speech enabling solutions are made of many different pieces usually supported by different vendors, VoxLinx's integrated features eliminates the need for additional supporting paid services, therefore results in substantial cost savings and faster implementation.
- Extreme Speech Recognition Framework™ (XRF)
- Multi-Modal Communication (Voice & Data)
- Continuous Knowledge Retention™ (CKR)
- Session Persistence™ (Maintain contact persistency)
- Data Release (Operator handoff to VoxLinx™)
- Flexible Call Routing (FCR)
- Call Me Back (Virtual Queue)
Extreme Recognition Framework™ (XRF)
All LogicTree solutions are delivered on LogicTree's VoxLinx™ infrastructure. VoxLinx™ XRF (Extreme Speech Recognition Framework™) allows handling of massive and complex grammars with the highest rate of recognition and accuracy, preserving customer satisfaction while offering a high rate of automation at the same time. --- Go to topMulti-Modal Communication Technology (Simultaneous Voice & Display)
LogicTree offers the only fully Multi-Modal communication solution in production today that allows callers to interact simultaneously via voice, web browser or other screen/display. For example, a caller could call a trip planning system, tell VoxLinx™ the origin and destination, and have VoxLinx™ send a map to their computer browser or third generation (3G) cell phone. As telephones evolve and people become increasingly mobile, this functionality will provide the information in ways that the callers request. We call this Mobile Multi-Modal technology or M3T. --- Go to topContinuous Knowledge Retention™ (CKR)
Most legacy IVR and Computer Telephony Integration (CTI) systems only capture the identity of the caller. Callers however, provide valuable information about their intention during the course of the dialogue. VoxLinx™ UtilitySpeak will retain knowledge both about the identity and the intention of the caller and instantly forward this information whenever a call is transferred to a live operator in the form of a screen shot to the Operator's desktop, detailing in text form the information content derived from the Caller-IVR interaction, eliminating the need for customers to re-identify and reiterate their intention of the call. --- Go to topSession Persistence™ (Maintain Contact Persistency)
If a call is accidentally dropped by the cell carrier or otherwise interrupted, the customer can call back and resume the dialogue with VoxLinx™ from the point where the interruption occurred. Our softswitch based system will identify the calling number and automatically continue the conversation from the point of interruption, retaining the intention and the state of the call. --- Go to topData Release (Operator Handoff to VoxLinx™)
Once the agent completes the caller's request, the agent has the option to release the caller back to VoxLinx™ to continue the customer service requests or provide additional information, all while retaining the intention and the state of the call at all times. Valuable agent time is not required to read information back to the caller or form fill questions that otherwise can be efficiently handled by VoxLinx™. --- Go to topFlexible Call Routing (FCR)
The VoxLinx™ Gateway can replace the existing ACD if needed. As a software-based routing system, customers will be able to designate routing based on:- Specific phone numbers dialed (e.g., emergency numbers routed directly to a live operator).
- Time of day (e.g., business hours vs. after hours).
- Type of call (e.g., operator required vs. self service).
- Language selection (e.g., English vs. Spanish).
- Routing based on operator skill sets.
The VoxLinx™ platform can provide the following additional functionalities to help customers most efficiently manage their call centers
- Dynamic Network Load Balancing: VoxLinx™ constantly monitors the call volume and distributes calls in the most balanced and efficient manner.
- Multiple Site Management: VoxLinx™ can Manage call distribution to multiple centers, including distributed home-based operations.
- Web-based Management Tools: VoxLinx™ offers real-time visibility for local or multi-site operations and provide valuable information through detailed statistics, trending, call monitoring and recording. --- Go to top
