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SmartAgent – Modernize CX
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SmartAgent
Automate your contact center capabilities with SmartAgent
A digital solution built for contact centers
SmartAgent automates simple, moderate, and sophisticated end user and agent interactions
SmartAgent takes automation to the next level by offering simplified pricing with advanced feature sets, such as AI, analytics, and omnichannel orchestration, with voice calling included. Fair usage applies.
| SmartAgent seat SILVER | SmartAgent seat GOLD | SmartAgent seat PLATINUM | |
|---|---|---|---|
| Basic automation | |||
| Voice | X | X | X |
| SMS | X | X | X |
| Insights | X | X | X |
| DTMF IVR | X | X | X |
| TTS | X | X | X |
| Inbound API trigger | X | X | X |
| Standard automation | |||
| MMS 1 | X | X | |
| Insights (user-defined) | X | X | |
| ASR (rule-based directed speech) | X | X | |
| Social messaging 1 | X | X | |
| Call recording | X | X | |
| Integrations (through inbound APIs) | X | X | |
| Advanced automation | |||
| Advanced integrations | X | ||
| Conversational AI (NLP bot build) | X | ||
| Call transcription | X | ||
| List management | X |
1 Feature coming soon
Voice calling included. Fair usage applies.
Add-ons: Reputation Management, Inbound Spam Template, Smart Queuing
Not included (must buy ala’carte): Number Rentals (TF,DID) and Off-Shore & International
SmartAgent definitions
TTS
Play speech directly from ASCII text by converting text to synthesized speech.
Inbound API trigger
Kick off a SmartFlow with an API trigger.
Call recording
Automatically record calls, save in the cloud, and download MP3 files.
Spam filter
Automatically identify spam and prevent it from reaching end-users.
Insights
Gain visibility into omnichannel customer interactions with actionable pre-built templated analytics and reports.
DTMF IVR
Generate Dual Tone Multi-Frequency tone-based Interactive Voice Response (IVR) when keypad numbers are pressed. Example: “Press 1 for English” routes calls with menu tree to a specific agent.
ASR (rule-based directed speech)
Advanced speech recognition ensures particular words, phrases, numbers, and currency amounts are interpreted and assigned meaning.
Conversational AI (NLP BOT built by Managed Services)
Automate processes and enhance the customer experience by implementing AI to translate and respond to voice communications. Customize with support of Managed Services.
Social media
Send and receive chat messages from social media platforms like WhatsApp and Facebook.
Insights* (user-defined)
Customize analytics and reporting to meet specific customer needs through self-service building options.
List management
Upload and manage a list in the cloud; build rules to make bulk updates via lists.
Integrations
Program SmartFlows to use APIs from external systems through custom webservice API calls (JSON based).
Advanced integrations
Take advantage of advanced templated integrations to rapidly connect to back end CRM’s such as Salesforce.
SmartAgent resources
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Enjoy the power of IntelePeer in the cloud, on-premise, or somewhere in between.
