Velvetel Pulse for Creatio

Velvetel Pulse is a turnkey solution for Creatio for setting up an inbound or outbound call center that lets you connect to your customers via multiple channels, access advanced speech analytics and dashboards, and leverage call scripts. You get AI-driven communication, stronger connections, and happy customers.

Velvetel Pulse is available in three subscription plans: Pro, Advanced, and Ultimate AI. Each package features a set of robust capabilities that you can choose based on your needs. Plus, you can always go a custom way that enables you to tailor the product specifically to your situation.

Use Cases:

• Set up a Contact Center: Provide your sales and service teams with tools for effective communications with clients and prospects through multiple channels.

• Elevate the performance of your bottom and average agents: Figure out how your best agents are doing and deploy that across your team.
• Boost your agents’ confidence on a call: Let your agents drive the conversations and get into the issues that are important to the customers faster with the help of knowledgebase, dynamic call scripts, and prompts on the call.
• Help clients faster: Transfer your clients to the right reps, departments, and offices with intelligent call scoring and routing.
• Improve conversion rates: Empower your sales and customer service conversations with AI capabilities that help you truly understand your customers and their interactions. Help your sales staff engage with clients more effectively and reach the point of sale in fewer steps.
• Onboard and train fresh talent faster.
• Refine marketing campaigns: Monitor campaign performance for more efficient marketing budget resource allocation.
• Keep tabs on performance: Make smart decisions with real-time access to your contact center's key performance metrics. Get a clear picture of what skills and activities drive more deals.

Key Features:

Velvetel Pulse integrates with Creatio and provides users with the following features and capabilities.

1. Mute/Hold/Transfer calls
2. Call routing
3. Call queues
4. IVR menus
5. Saved call results
6. Ability to listen to call recordings
7. Knowledge base
8. Access to the entire call history with a Contact
9. Contact/Account identification by a phone number
10. Pulse AI Call Analytics:
    • AI-generated exportable call transcripts
    • AI agent auto-scoring and call quality evaluation
    • AI-generated call summaries with chapters
    • AI chatbot for post-call analysis
    • AI-driven Next-Best Phrases - real‑time phrase suggestions tuned by the Golden‑Phrase engine 
11. Possibility to assign a personal manager
12. Possibility to choose the caller number
13. Incorporated call scripts
14. Dynamic script options based on the context of the conversation
15. Local presence

Notes:

• AI Dashboard Features:
  • Advanced Reporting: Customizable AI reports offer detailed insights into various metrics, supporting data-driven decision-making. The product provides the data for building such reports inside Creatio via the OOTB low-code Creatio Dashboard tool with no pre-built reports.
  • Real-Time Monitoring: Dashboards display live data on call queues, agent availability, and ongoing interactions, enabling prompt management actions.
  • Key Performance Indicators (KPIs) Tracking: The system tracks over 50 KPIs, providing a comprehensive overview of contact center performance.
• Velvetel Pulse syncs all the calls from your telephony every 5 minutes. Please note that while a Call object can appear in Creatio within 5 minutes after the call ends, its transcript may become available later than 5 minutes after the call, as it takes time to process the audio.
• The tested concurrent number of calls the system can sync is 10. However, we can scale up the platform upon request.
• By design, Velvetel Pulse is flexible, and we can use any third-party transcription API for all supported languages. We have tested it thoroughly on the en-US language.
• If you need to support other languages for transcription or use a different speech recognition API, please contact Velvetel at  velvetel.support@velvetech.com
• If you wish to customize the platform or need help setting it up, please contact Velvetel at velvetel.support@velvetech.com.

Coming Soon Features:

• Possibility to send automated SMS notifications to customers
• Autodialer for massive outbound reach-out
• Sentiment Analysis
• Softphone for iOS Mobile Devices: 
  • Phone contact book integration
  • Call history
  • Dial pad with integration to calling over SIP and/or GSM
  • Voice messages
  • Access to call recordings and call transcripts
  • Video conferencing
  • Fax messages