Each of the LogicTree Multi-Channel Communications Platform (MCP) products and services have feature options that work to customize or automate the communication experience, or work to ensure we’re helping you stay on top of performance. LogicTree MCP™ product and service features include:
Intelligent Personalization provides personalized service for “power users” by anticipating each customer's information needs based upon real-time analysis of their prior use of the system. This reduces the information retrieval times significantly without the need for online registration. This level of efficiency creates a better customer experience that promotes further use of the automated system. Intelligent Personalization ensures that regular travelers, who account for the overwhelming majority, receive streamlined, personalized service.
LogicTree reporting provides a unified, web browser based reporting capability. Customers can create pre-defined reports reflecting call center and system activities such as:
Management reports:
inbound and outbound call statistics, system usage reports (speech tree statistical reports), calls handled by the system vs. transferred to operators, average call time, and more.
Call Center Reports:
Average call length, call termination points, transactions by account number or call, call detail reports showing caller interaction with the system, and system utilization.
Technical Reports:
line and port utilization, inbound/outbound transfer information, etc.
Ad Hoc Reports:
selected fields from the caller record database can be exported to an Excel spreadsheet. These reports can be refreshed as needed with current data.
LogicTree has led the traveler and transportation information market with innovative personalized services. Registered account holders can sign up to receive free voice, SMS and email alerts about conditions on their commute or trip. Streamlined call flows speed inbound calls through the menus and quickly service travel information requests. Personalized services satisfy your customers, while minimizing the demand on your telephony infrastructure and bringing real-time information to the user as it happens.
Quickly and dynamically record and upload public service announcements (PSA’s) for any type of travel incident including delays, detours, weather, special events and emergencies., These broadcasts can be targeted to provide maximum flexibility to communicate to the traveling public. They can also be integrated with the personalized profiles functionality for another level of proactive communication.
Floodgate messaging provides the ability to manage and place customized service messages in multiple menu/route tree areas. These functions enable inbound and outbound communications tied to specific agency criteria.
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™ Continuous Knowledge Retention retains both the identity and the intention of the caller and instantly forward this information whenever a call is transferred to a live agent in the form of a screen shot to the Operator's desktop or via whisper where advance CTI technologies are not available. This provides a higher level of customer service by eliminating the need for customers to re-identify and reiterate their intention on a call.
