Velvetel Pulse for Creatio
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Full-featured AI-based contact center with agent scoring and call analytics

Overview

Product overview

Product description

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.

  • US and CA nationwide dialing plan subscription
  • Unlimited incoming and outgoing calls with Creatio
  • Mute/Hold/Transfer calls
  • Call routing
  • Call queues
  • IVR menus
  • Saved call results
  • Ability to listen to call recordings
  • Knowledge base
  • Access to the entire call history with a Contact
  • Contact/Account identification by a phone number
  • Call Analytics, including AI-features:
    • AI-generated exportable call transcripts
    • AI agent auto-scoring and call quality evaluation
    • AI-extracted data, such as transcripts, keywords, agent scoring, is available for dashboarding and reporting
  • Possibility to assign a personal manager
  • Possibility to choose the caller number
  • Incorporated call scripts
  • Dynamic script options based on the context of the conversation
  • 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.
  • The best experience of Velvetel Pulse is with Velvetel Telephony. It requires a nationwide dialing plan subscription, which is available for the US and Canada, at $179.88/user/year and purchased from Velvetech directly. If you already have an active dialing plan subscription or your business is outside the US and Canada, we offer a SIP-Trunk connection with your selected VoIP service provider with the Velvetel Connect application.
  • 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

Categories

UI Framework

UI Framework
Classic UI
Freedom UI

Type

Type
Product

Price

Price
Paid

Compatible with Creatio

Version
7.16.0 and up

Pricing

Monthly
Annual
1. Pro
$ 14.00 user / month
billed annually
Description (Formatted)
  • US and CA nationwide dialing plan subscription
  • Unlimited incoming and outgoing calls with Creatio
  • Mute/Hold/Transfer calls
  • Call routing
  • IVR menus
  • Saved call results
  • Access to call recordings
  • Storage capacity 1 GB/user*
2. Advanced
$ 18.00 user / month
billed annually
Description (Formatted)
  1. Advanced package includes all Pro features, plus:
    • Possibility to assign a personal manager
    • Possibility to choose the caller number
    • Incorporated call scripts
    • Dynamic script options
    • Local Presence
    • Storage capacity 2 GB/user*
3. Ultimate AI
$ 54.00 user / month
billed annually
Description (Formatted)

Ultimate AI package includes all Pro and Advanced features, plus:

  • Call queues
  • AI-generated exportable call transcripts***
  • AI agent auto-scoring and call quality evaluation
  • Storage capacity 3 GB/user*

Velvetel Pulse packages:

  1. Pro package includes:
    • US and CA nationwide dialing plan subscription
    • Unlimited incoming and outgoing calls with Creatio
    • Mute/Hold/Transfer calls
    • Call routing
    • IVR menus
    • Saved call results
    • Access to call recordings
    • Knowledge base
    • Access to the entire call history with a Contact
    • Contact/Account identification by a phone number
    • Storage capacity 1 GB/user*
    • More features coming soon:
      • Possibility to send SMS notifications to customers. SMS quantity 250 per user/month** 
         
  2. Advanced package includes all Pro features, plus the following additional benefits:
    • Possibility to assign a personal manager
    • Possibility to choose the caller number
    • Incorporated call scripts
    • Dynamic script options based on the context of the conversation
    • Local Presence
    • Storage capacity 2 GB/user*
    • More features coming soon:
      • Microsoft Teams integration
      • Possibility to send SMS notifications to customers. SMS quantity 350 per user/month** 
         
  3. Ultimate AI package includes all Pro and Advanced features, plus the following additional functionalities:
    • Call queues
    • AI-generated exportable call transcripts***
    • AI agent auto-scoring and call quality evaluation
    • AI-extracted data, such as transcripts, keywords, and agent scoring, are available for dashboarding and reporting***
    • Storage capacity 3 GB/user*
    • More features coming soon:
      • Autodialer
      • Sentiment Analysis
      • Possibility to send SMS notifications to customers. SMS quantity 500 per user/month** 

* Price for 1 GB over the limit - $20 per year

** Price for 1 SMS over the limit - $0.0085
*** Speech-to-text transcription starts from $0.40/hour, in addition to the package price (pay-per-use)


The best experience of Velvetel Pulse is with Velvetel Telephony. It requires a nationwide dialing plan subscription, which is available for the US and Canada, at $179.88/user/year and purchased from Velvetech directly. 
If you already have an active dialing plan subscription or your business is outside the US and Canada, we offer a SIP-Trunk connection with your selected VoIP service provider with the Velvetel Connect application.

Additionally on demand: Speech-to-Text transcription service for Velvetel Pulse Ultimate AI package starts from $0.40/hour (pay per use).

Terms and Conditions

By installing this product you agree to terms and conditions outlined in the license agreement.

Pricing FAQ

How does pricing work?
What currencies are accepted for payment?
Do the listed prices include taxes or discounts?
Does the listed price include the cost of the Creatio Platform plan?

Support

Support is available for this application

Support is provided by the developer within the “Basic” and “Business” packages. Detailed information about the support packages and the support terms can be found on the Creatio website.

Installation

Setup guide

For Creatio Studio version: Velvetel Pulse requires the Customer 360° and Knowledge Management apps, to be installed to your Creatio installation.
Velvetel Pulse requires technical and system administration skills to configure and set up. Please contact Velvetel support at velvetel.support@velvetech.com for further assistance.

Compatibility notes

Compatibility notes

For Creatio Studio version: Velvetel Pulse package requires the Customer 360° and Knowledge Management apps, to be installed to your Creatio instance.

Product compatibility

UI Framework

Classic UI
Freedom UI

Deployment Options

Cloud
On-site

DBMS

Any supported DBMS

Platform

.NET Framework

Compatible with Creatio

7.16.0 and up

Versions

Versions history

Version
Compatibility
Release date
2.6
7.16.0 and up
06.12.2024
Release summary
  • Branding was changed from Contact Center Product Suite Creatio to Velvetel Pulse for Creatio
  • Added call analytics trial
  • Added call script functionality
2.5
7.16.0 and up
13.10.2023
Release summary

General improvements and bug fixes 

2.4
22.11.2022
Release summary

General improvements and bug fixes

2.3
10.10.2022
Release summary

SIP credentials are now stored as hash

Added mute incoming call button

Object links in a transfer call are now carried over from the original call

Added transcription setup section

Added call score synchronization

General improvements and bug fixes

2.2
17.01.2022
Release summary
  • Integration with telephony Amazon Connect;
  • Monitoring the open connection with RingCentral;
  • Caller ID selection from CTI Panel for RingCentral;
  • Ability to make the result of the call a required field;
  • Added call statuses;
  • General improvements and bug fixes.

Manual app installation

  1. Open the needed app → the Packages tab - download the Markeplace app files.
  2. Click in the top right → Application Hub
  3. Click New application. This opens a window.
  4. Select Install from file and click Select in the window that opens.
  5. Click Select file on the page of the Marketplace App Installation Wizard and specify the app file path.

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