Utilities of Soundboard Feature Available in Intelligent Call Center Software


Intelligent call center software comes with a wide array of features to benefit companies and call centers that use it. Today, in this article, we are going to talk about one of the innovative features available in it, namely, Soundboard Avatars.

As per the industry leaders, this feature is considered as one of the most effective features to clutch the customer or caller in the conversation and increase engagement ratio. This feature is available to agents and they can use it within the window of their intelligent call center software solution. The call centers and companies that use this tool effectively have appreciated the results they have received with its use.

There are multiple ways to use this innovative feature of the intelligent call center software and there are multiple utilities of the same which are briefed below so the call centers and companies that use this type of call center solution can gain required benefits from this solution:

1. Give answers to callers in a professional manner

There are many customers that call in to know about the latest offers and discounts available on different items. For example, consider customers calling a pizza house to know about the available offers on pizza for the day. The call center agents can play predefined voice prompts to these frequently asked questions to create a better impression on the customer. There are multiple ways to use this feature in this kind of scenario which will create a long lasting impact on the caller and increase customer engagement.

2. Give answers in specific accents

There are many customers that prefer to talk to people from their own region. They, generally, identify the locality of the agent from his accents. There are, in fact, some customers that just don’t talk and hang up if the agent or executive is not from their locality. The Soundboard Avatars feature of the intelligent call center software can be useful in this case. Generally, agents know the region they are calling to or receiving a call from. In this case, they can use Soundboard Avatars to play different voice prompts in the local accents of the person they have called or have received the call from. This will help in reducing the abandoned ratio and definitely increase the engagement ratio without any doubt.

3. Give answers in a specific language

There are many call centers and companies that serve customers in different geographical regions. In this case, they usually have calls with people that speak different languages. It is well and good if the call center or company has agents that know different languages. However, it is not possible in every case to get fluent agents or executives that speak multiple languages. The Soundboard Avatar feature of the intelligent call center software can be used. The agent can play different prompts in the language of the caller. This is, specifically, more useful in outbound calling campaigns as the script is fixed in it.

These are the top 3 benefits of Soundboard Avatar features. There are many innovative features made available in the intelligent call center software. To know more about one of the best intelligent call center solution, please visit https://inextrix.com/icallify

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