Converged Multi-Channel Platform

The DeltaTouch platform brings together agent enabling technology with inbound and outbound voice self-service,  SMS messaging and call +screen recording as core VoltDelta components. All major signaling protocols are supported including: SS7 (Channel Associated Signaling), ISDN, and IMS-ready SIP (VoIP). These VoltDelta resources support billions of calls and messages and enable:

• SMS Agent Support – Enable SMS messaging to allow agents to communicate with mobile device users via voice or messaging.
• Automation and Agents – Voice recognition applications are seamlessly integrated with agents. Value includes “whispering” what a caller said to an agent prior to a transfer via call recording to avoid asking the caller to repeat details.
• Call Recording – Efficiently record calls (selectively or all) with concurrent agent screen recording where applicable. Recording spans automation and agents to deliver perspective of the complete caller experience.
• IP and TDM – Inbound calls as well as links to remote agents can be supported via VoIP or TDM connectivity. This provides complete flexibility in supporting any type of inbound contact as well as a diverse group of remote contact centers and home agents.