ACS Call Automation is used to handle incoming calls in Anywhere365 contact centers. Incoming calls are answered, audio files are played back, and DTMF and voice is captured. All these operations are used to make sure the caller’s intend is clear and the right Agents can service the caller accordingly.
ACS Teams Interop
Once a call is queued in Anywhere365, ACS Teams Interop is used to invite a Microsoft Teams Agent into a contact center call. Not only the initial Agents can be Microsoft Teams Users, but also Subject Matter Experts running Microsoft Teams can be consulted.
ACS Calling SDK
Inviting an Agent is one thing, but this Agent should be able to answer the call, put the call on hold and resume it accordingly, mute and unmute his microphone, but also consult Subject Matter Experts or initiate a transfer. This is where the ACS Calling SDK comes into play.
ACS Audio Streams
Once the caller is connected to the Agent, Anywhere365 will capture the Audio Streams that are provided by ACS Call Automation. These Audio Streams are transcribed to text using Azure Cognitive Services and when the call gets disconnected the transcripts will be summarized by Open AI and stored accordingly.
Benefits
Impress Customers With Great CX
Deliver omnichannel customer support
Data-driven personalizations
Consistent & high value experiences
Powered by next gen AI capabilities
Improved self-service options
Higher overall customer satisfaction scores
Enhance Productivity For Your Team
Drag & drop automations with low code
Get deep customer analytics & insights
Easily reduce unnecessary dialogues in each customer engagement
Seamless Integration with your favorite CRM
Integrate Open AI to summarize call transcripts
Want to receive Infinity updates?
Simply drag and drop nodes to a canvas to route conversations to the right person, at the right time and with all available context.
