DATA SHEET
HEAT Voice Automation Solution
OPTIMIZE VOICE INTERACTIONS TO IMPROVE CUSTOMER SATISFACTION
HEAT Voice Automation brings together vital components of any service desk operation; the agent, business data, and
the phone. HEAT Voice Automation integrates the existing phone infrastructure with the service deck environment by
providing features such as call routing, integrated voice response, voice self-service, screen-pop’s and call management
functionality. Voice enabling the service management engagement improves customer satisfaction with increased first call
resolution rates and better call handling.
Whether providing internal employee service management,
or external customer service, HEAT Voice Automation will
improve your service level metrics and provide a superior
customer experience. The solution enhances the power of
HEAT Cloud Service Management applications by enabling
teams to better manage telephone interactions with
clients. With this complete voice enabled solution callers
are guaranteed to be connected with agents who are
most adept at handling the enagement, thus improving the
caller’s experience and the overall resolution rate.
Drive Better Caller Satisfaction
Customers expect their service interactions to be handled the way
that’s convenient for them, and during a time that’s suitable for them.
Callers don’t want to wait on the next available agent, nor do they
want to be transferred around the organization telling their story over
and over again. Wait times, transfer rates and calls abandoned are
dramatically reduced by combining voice functionality with the service
desk application. Efficient call routing, identifying the service requested
up-front, and matching the callers request to the agents skill are a few
of the ways HEAT Voice Automation can improve caller satisfaction rates
and develop customer loyalty.
Raise Productivity
Company productivity is improved on two fronts with an integrated
voice and service desk solution. First, customers are able to service
themselves with voice self-service features such as text to speech and
voice prompts. This allows customers retrieve data directly over the
phone instead of being forced to interact with an agent. Second, agent
productivity is raised with features including screen pops, skills based
routing and an integrated voice response (IVR) system.
© 2016 HEAT software. All Rights Reserved.
Transferred calls and wasted agent times are minimal since caller
information and the reason for the call is identified upfront using IVR
input and application data, meaning calls are answered by the right
agent the first time. Skills based routing and screen pop functionality
further aid agent productivity since the calls they are handling match
their job skills and they can instantly see caller details so they can
quickly handle the call request.
Ensure Quality and Consistency
Clients can be assured of excellent service since agents will now be
accountable for what they say as calls can be recorded and supervisors
can in real-time monitor any type of call. Call recordings can be rated so
agents can understand their overall service quality and recordings can
be leveraged for training purposes for newer staff members. All calls
generate interaction records that show full details of the interaction.
In addition, statistics on agent presence are easily tracked to ensure
working hours are spent as wisely as possible.
Extend Service Hours
If customers or employees want to contact the service desk 24x7,
but you don’t have the budget to maintain staff all hours, HEAT Voice
Automation can pick up the load off hours. The system automatically
detects when no agents are available, or when there is an unusually
high load of callers waiting, and enables the caller to leave a voicemail
incident. A voicemail incident is a new ticket in the service management
application with a voice recording of the callers needs automatically
attached. These incidents can also be put into the queue so when
agents log in the next day or when the call load is reduced, agents will
automatically get these voicemail requests by priority and in the order
they were received.
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Reduce Cost and Leverage Existing Infrastructure
When customers request their phone systems to be integrated with
their business systems, this type of engagement is typically achieved
via one-off, tailored integrations. With HEAT Voice Automation clients
are provided a native integration to HEAT Cloud Service Management,
which is created, serviced and supported by the same company. This
eliminates the need for complex, unique & costly integrations typical
of the industry today. A PBX is not required, but if one is in use in an
organization it can be easily connected to HEAT Voice Automation using
industry standard equipment and protocols. A SIP PBX is included in
HEAT Voice Automation as part of the standard solution and any existing
office phone system can be used. Voice toolbar features are integrated
with the solution so buying desktop phones is not a costly requirement.
Complete Call Center Solution
The HEAT Voice Automation solution is built on a proven, voice enabled
architecture which is fully integrated with the feature rich set of HEAT
Cloud Service Management and the existing phone infrastructure.
The voice solution extends the reach of the service desk user to each
customer contact with advanced features for the contact center agent.
Listed below are several features available for voice enabled service
management.
Distribute Calls – HEAT Voice Automation supports complete
automated call distribution (ACD) and integrated voice response
capabilities to ensure calls are delivered correctly the first time. These
features, along with skills based routing and presence management
functionality aid calls so they can be sent directly to the right agent or
team of agents with the precise skills to handle the job.
Quality Management – Service team supervisors are able to manage
the contact center with powerful listening, whispering and conferencing
skills. Supervisors can silently listen to agent conversations to ensure
the agents are representing the business accordingly. Managers can
also help train agents with whisper coaching features, as well as, join
calls with conferencing functionality. Calls can be recorded based on
multiple criteria to ensure quality throughout the contact center.
The Voice toolbar enables a service agent to quickly take calls, learn who the
caller is and take care of the issue at hand, all within the HEAT Cloud solution
VoIP - SIP - PBX Integration – Connectivity to HEAT Voice Automation
is done via industry standard SIP trunks; either from your IP enabled
PBX, media gateway or VoIP service provider. By installing a special
server application locally, all audio, monitoring and call recording is
managed in the local network. This dramatically reduces both bandwidth
and security concerns of hosted phone systems, while increasing call
quality at the same time.
Call Center Analysis – HEAT Voice Automation provides realtime information updates as well as historical call center statistics.
Management teams can view instant information regarding
key performance indicators, service delivery times and agent
accomplishments, which help improve decision making when
managing hours, defining contact center structures and setting service
expectations to the customer.
End-to-end-solution
A true, complete service desk solution is provided when HEAT Cloud
Service Management solutions are combined with HEAT Voice
Automation. This combination brings together three main components
to any service engagement: the agent, the business data and the main
medium used in any contact center environment, the phone. Leverage
this comprehensive solution for end-to-end problem-to-resolution
operations and lower the total cost of ownership.
HEAT Software USA Inc.
490 N. McCarthy Blvd. Milpitas, CA 95035 USA
P. +1 800.776.7889 or +1 408.601.2800
© 2016 HEAT software. All Rights Reserved.
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