Converged VoltDelta Platform
The DeltaTouch platform brings together inbound and outbound voice self-service, SMS messaging, call recording and agent enabling technologies 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:
- Inbound and Outbound Speech – Support inbound callers with automation or implement proactive reach with outbound voice recognition technology. Converged VoltDelta platform resources enable converting an outbound call to inbound automation or transfer to an agent.
- SMS Speech Support – Enable SMS messaging to allow a self-service voice application to communicate with mobile device users via voice and 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) 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.
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