Interactive voice response (IVR) systems are meant to make customer calls more efficient—but sometimes they get in the way.
Dialogflow is an advanced tool for automating communication between businesses and their customers. A voicebot created with this platform is able to communicate with the user in natural language, analyzing the context of the conversation with the ability to respond intelligently. Thanks to the capabilities of the agent, Smartcalls users can now create complex IVR solutions for advanced customer service. The agent is configured in the Google environment, and can be added to the call processing script with the Smartcalls visual editor.
“The main priority of our platform is to provide the most advanced voice technologies to our users. The convenience factor is equally important to us. Integration of the Dialogflow agent into Smartcalls makes setting up complex IVR as simple as possible. Of course, this is in part due to our technology partner, Google, and their software solutions,” says Alexey Ailarov, CEO and Co-Founder of Voximplant.
Dialogflow can handle problems of varying complexity. It can be trained in several simple actions to help the call center staff, and if necessary, create extensive scenarios for an advanced voicebot. Moreover, the user does not require programming skills to use Dialogflow or the Smartcalls script editor – all actions and scripting are performed in an intuitive visual editor.
All users can now enroll in the beta program of the integration. The global commercial release of the updated functionality is set for Fall 2019.
Integration with SIP platforms
The updated version of Smartcalls supports third-party SIP platforms. Users can make or receive incoming calls using their existing accounts on any SIP platform.
Implementing this option is no different from adding any other step to a Smartcalls scenario - you just need to add a new block to an existing or new script.
New plans for Smartcalls
New plans have been created for businesses of different sizes with varying levels of additional support and mentoring. Packages differ based on minutes used, the volume of monthly consumption, and the onboarding fee amount, which represents the balance available for the initial three months and is debited from the user account as service is used during this period.
To make it easy to pick a plan, each description indicates an approximate customer base (10,000, 30,000, and 100,000), call frequency, and objectives of customer communications. Additionally, the average amount of time the system spends on calling a certain number of subscribers is highlighted, taking into account the number of phone lines included in each package.
“We strive to make Smartcalls convenient for as many users as possible. Therefore, we have developed a set of plans, so those who use the service more often can save on costs. At the same time, we didn’t forget businesses that do not have high volumes of calls, retaining the “Pay As You Go” plan,” says Alexey Aylarov, CEO and Co-Founder of Voximplant.
An important addition is extended support and the option to get professional advice on working with the service. Previously, this assistance was available only via email. New plans offer subscribers the option of asking a question via chat or by phone.
Coaching will allow company experts to create one active scenario with a user, and explain the nuances of Smartcalls, which will help users get the most out of this service.