To make a call from a web browser or the S7 Airlines app, customers use ready-made Voximplant components. All calls are sent to the IVR system. Once the request topic is determined, the call is redirected to an operator of the appropriate skill group. S7 Priority members calling from the app or website can utilize a dedicated line to which the call is sent directly, bypassing the IVR system. Incoming calls can be recorded.
A customer calls a virtual phone number and the call connects with the Voximplant cloud platform. The platform requests the driver number from Wheely, calls the driver and records the call. The driver is called with the “callee” phone number set to the virtual one, so a customer’s real phone number is “masked”.
In order to start a cloud scenario, JivoSite sends a request to the Voximplant HTTP API. That scenario first establishes a phone connection to the operator, then to the consumer, and then connects them. All operator-initiated calls can be recorded on request.
The Voximplant cloud is integrated with the Service Volunteers system. When the available-to-call command is used, the Voximplant cloud calls the available customer directly from the browser of the bank top manager. After the connection is established, the Voximplant cloud issues a command to the contact center to show the customer file. Calls are recorded if necessary.