Design Seamless Customer Journeys That Resolve Issues On The First Contact

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Enjoy a paradigm-shifting anywhere anytime omnichannel customer engagement solution by providing rapid deployment to existing PBX systems and a simple streamlined user interface without sacrificing the traditional contact center features needed to enhance customer engagement and retention.

2,500+

Customers

150,000+

Daily Agent Logins

2+ Billion

Annual Calls

AI & Bot

Enabled

Seamless Omnichannel Interactions

  • Extended Features

    Customizable UI, CRM integration, queues & skills-based routing, and omnichannel support

  • Interactive Voice Response (IVR)

    Menu customization, custom prompts and queue music, data connections

  • Agent Functionality

    Customized screen pop, contact notes, WebRTC, VoIP or PSTN connectivity

  • Supervisor Functionality

    Monitor and coach, real-time reports and dashboards, review call recording and message transcripts all in one place

  • Historical Reporting

    Advanced analytics, key performance, queue history, IVR history, contact history, quick & data filter options, data drill down

  • Real-Time Reporting

    Service level, average speed of answer, ACD user stats, agent timelines, queue summary, active contact in queue, routing, delivered, transferred, longest duration

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Contact Center Integration with Business Tools

  • Enable personalized interactions for customers
  • Improve first call resolution rates and CSAT
  • Provide valuable upfront insight to agents
  • Interact using a single pane of glass

CRM Integrations

Prioritize Customers

Custom Routing

Ticketing Systems

Data Retrieval

Advanced Capabilities

IVR Designer
  • Browser-based
  • Simple configuration
  • Multi-level IVR capability
  • Speech to text & text to speech
  • Business tools & integration
  • Skills-based routing
API Engine
  • Open AI interface
  • Prebuilt use case APIs
  • Enables creation of advanced IVRs for customer data retrieval, custom routing, etc.
CRM Integrations
  • Microsoft Dynamics
  • Freshdesk
  • Salesforce & Salesforce desk
  • SAP
  • Sugar CRM
  • Zendesk
  • Zoho
Artificial Intelligence
  • Gender & language identification
  • Speaking rate
  • Voice pitch
  • Pauses & silence
  • Speech overlap
  • Emotion detection
  • Keyword spotting
  • Prebuilt integrations to other AI engines
Conversational Voice & Chat Assistant
  • Omnichannel widget
  • Natural conversation intelligence
  • Real-time assistance and learning

Benefits for Business

Omnichannel Interation

Allows customer to connect using voice, text, web chat, email, and social media networks

Measure & Track Customer Service

Real-time and historical statistics and recordings to gauge interactions

Enable Customer Self-Help Options

Drive revenue during off-peak hours and keep agents available for critical tasks

Respond
Quickly

Intuitive tools to make on-demand system changes

Intuitive IVR Design

Browser-based, click and drag IVR designer to enable easy call flow configurations

IP-PBX
Integration

Integrates with IP PBXs to preserve existing voice infrastructure

Key Differentiators

  • IP-PBX Integration

    Supports hybrid deployments to keep existing PBX infrastructure, allows customized dial plan manipulation, and keeps the existing customer experience intact

  • Local Number Access

    Connects with local phone number providers, reduces TCO compared to Twilio-based vendors (no 3rd parties), and facilitates multi-site, multinational contact center presence

  • Open API Engine

    Integrates with key CRM platforms out of the box, consolidates multiple CRMs into single pane of glass for agents, and enables do-it-yourself configuration for businesses

  • Mobile Customer Service Experience

    Sends audio calls to phone and CRM screen pops in browser, reduces network requirements for low-bandwidth users, and delivers call detail records to reporting system for analysis

  • Interactive Assistant

    Provides Visual IVR navigation for faster problem resolution, offers simultaneous voice and chat channels for VoIP calls, and makes customer interactions more collaborative

  • Business Messaging Integration

    Integrates with Mavenir’s MaaP to provide a rich messaging experience, allows customers to interact using the native messaging app on mobile, and enables chatbot and “human in the loop” capabilities

How to get started

  • 1.

    Contact Us

    We will set up a meeting to start learning about you and your unique needs to help you determine the right strategy that best fits your business.

  • 2.

    Experience the Difference

    We will show you how our technology works with live demonstrations that allow you to see the simplicity and power of our solutions for yourself.

  • 3.

    Enjoy the Power of ONE

    Our unique holistic approach gives you peace of mind knowing you have chosen the ONE partner who can ensure your entire technology stack.

    Request a Free Demo!

    Experience Persona Engage for Yourself