Voximplant Kit (before Smartcalls)

Main articles:

• Speech technologies: on the way from recognition to understanding
• Call center: appointment, types and tasks

Voximplant Kit (before Smartcalls) is service for creation of the automated call-downs and smart IVR.

2020

Possibilities of omnichannel contact center

On September 15, 2020 the Voximplant company provided to the market the updated Voximplant Kit. Now it is not the just visual editor for creation of campaigns of outgoing calls and setup of smart IVR, upgraded version includes possibilities of omnichannel contact center.

Voximplant Kit

According to the company, an important part of updates concerned ensuring omnichannel communications with clients. Integration of telephony with any CRM system, popular messengers and the SMS allows to process all requests in the mode of one window and provides quick access to customer information for any operator.

Tools for automation of communications from a box remain a key feature of service: Voximplant Kit uses speech synthesis from different providers – Google, Yandex, Tinkoff, Amazon, IBM, Microsoft – and more than 120 different voices include. Voximplant also provides recognition of a voice in real time for more than 80 languages, and Dialogflow Connector allows to apply possibilities of artificial intelligence from Google to creation of clever virtual operators or the help to living operators.

Crisis of 2020 visually showed that only automatic equipment can cope with peak loads in the conditions of force majeure. The number of the addresses processed by the voice assistant easily is scaled in tens of times, and work of operators requires additional hiring, training, big finance and time expenditure. Yury Voyevodko, the director of the product Voximplant Kit told

In addition, the pandemic showed that contact centers are technically not ready to remote work. Many companies could not provide quickly transition of operators to self-isolation owing to lack of infrastructure and remote access to bases of information. Voximplant Kit solves a problem due to creation of remote attendant workstation taking into account individual business needs and ensuring necessary level of communication. An opportunity to flexibly scale number of the connected employees and communication flows is provided with a cloud platform of Voximplant which is the cornerstone of the product Voximplant Kit and annually processing one billion calls.

Modern solutions for contact centers have no necessary functionality and flexibility for use of opportunities of AI according to quickly changing requirements of business. Moreover, they demand efforts of the whole development team for support of service. Alexey Aylarov, SEO and the co-founder of Voximplant told

Voximplant Kit allows to configure business processing of communications in few hours. All management occur in the visual editor – so, the manager will be able independently to configure processing of incoming calls and messages, having specified skills of each operator and having set logic of automatic readdressing of addresses. Creation of the voice assistants integrated with the knowledge base of the company and capable to undertake up to 80% of routine transactions, also do not require skills of programming.

Adding of AI, synthesis and speech recognition

On March 4, 2020 the Zingaya company announced an exit of upgraded version of the visual designer for automation of communications of Voximplant.

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Service for creation of the automated call-downs and smart IVR, known earlier as Smartcalls, is provided in the updated functionality and under the updated brand – Voximplant Kit. In the last release: artificial intelligence, synthesis and speech recognition from the leading providers, the simplified interface.

The visual designer who is not demanding skills of programming allows business to configure difficult scenarios of the entering and outgoing calls, to connect virtual assistants and to integrate telephony with any third-party services. Routine transactions like delivery confirmation or answers to typical questions of clients can be transferred to the robot without loss in quality – process of implementing solution takes 1-2 days from registration before start in work.

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By estimates of the analytical agency IDC, the CPaaS market (Cloud Communication Platform-as-a-Service) made 4.56 billion dollars for 2019 and promises to grow by 39% by 2023. The aspiration of the companies to improve client experience – timely answers, omnichannel, the personalized interaction becomes the driver of growth. First of all it concerns voice communications as most of consumers still prefer phone to other types of communication.

Voximplant Kit provides broad tool kit for automation of communications from a box. Service helps business to improve client experience without essential costs and involvement of technical specialists. We rethought a method of creation of communication solutions, having made the advanced opportunities of Voximplant available in the intuitive visual designer, comments Alexey Aylarov, CEO Voximplant

The service uses speech synthesis from providers – Google, Yandex, Tinkoff, Amazon – and includes for March, 2020 more than 120 different voices. Voximplant also provides recognition of a voice in real time for more than 80 languages, and Dialogflow Connector allows to apply possibilities of artificial intelligence from Google to creation of clever virtual operators.

The functionality of the previous version – Smartcalls – considerably was improved in connection with huge demand from outside more than thousands of clients. The release of Voximplant Kit included:

• The improved user interface, simpler and clear for creation of scenarios;
• Step-by-step tutorials on creation of the different automated campaigns of calls;
• The updated functions of setup and management of outgoing campaigns;
• The updated languages for synthesis and speech recognition;
• Testing of the scenario in real time that makes debugging and troubleshooting much more easier quicker.

2019: Integration with Dialogflow

On August 5, 2019 the Zingaya company provided the updated functionalities and tariff plans for the visual editor of calls of Smartcalls. Now users can select between flexible price solutions, integrate the created scenarios of calls with the existing SIP telephony and, without abandoning the editor, to use functionality of Dialogflow for the IVR setup of any complexity.

According to the company, Dialogflow is the advanced tool for automation of communication of business with clients. The bot created with its help not just moves the person on the set menu, but communicates in a natural language, analyzing a conversation context. Thanks to the agent's opportunities, users of Smartcalls can create complex IVR solutions for "intellectual" customer service. Setup of the agent happens in an environment of Google, and it is possible to add it to the scenario of processing of a call in the visual editor.

The main objective of our platform – to provide modern voice technologies to our users. It is not less important to provide convenience of their use at the same time. Integration of Dialogflow into the scenarios Smartcalls is most simplified, and in it a considerable merit of our technology partner of Google. Alexey Aylarov, the CEO and the co-founder of Voximplant company told

Dialogflow allows to solve problems, different in complexity. It can be trained in several simple actions for the employees assistance of call center, and if necessary to create branched scenarios of an advanced voice bot. At the same time neither in the environment of Dialogflow, nor in a script editor of Smartcalls skills of programming are not required – all actions and drawing up scenarios it is performed in the intuitive visual editor.

For August, 2019 users can test the beta of integration. The global commercial release of the updated functionality will take place in the fall of 2019.

Upgraded version of Smartcalls supports integration into any SIP platform. Clients can use Smartcalls for work with the entering and outgoing calls on SIP. Implementation of this option differs in nothing from adding of any other step to the scenario Smartcalls: it is enough to turn on the corresponding block in a chain of actions.

The updated tariff plans are created for different user groups. At their development the request of clients for additional support and training in different scenarios of Smartcalls was considered. Packets differ in the cost of minutes, volume of monthly consumption and also the amount of activation payment which represents replenishment of balance for the first three months of work and is charged off an account on a measure of use of service during this term. To facilitate the choice of the most profitable rate, in the description of each plan it is specified on what approximate volume of the customer base (10,000, 30,000 and 100,000), the frequency and the purposes of communications with clients it is calculated. Besides, the average amount of time spent by a system for call-down of a certain number of subscribers taking into account number of the lines included in a packet is specified.

An opportunity to get expanded support or single professional advice on work with service became an important innovation. When training specialists of the company together with users create one working scenario and tell about Smartcalls work subtleties.

2018

Smartcalls — the designer of outgoing calls who is based on the visual editor and technologies of synthesis and speech recognition: service is 3 times cheaper than the person and can cut down maintenance costs of call center at least for 25% (the statement of the developer). Use of service does not require technical education or other special skills.

Smartcalls updating: HTTP API, Voicemail Detector and readdressing of a call

Smartcalls service

On July 17, 2018 it became known that the company Zingaya released update of service for robotic call-downs of Smartcalls. Entered release: HTTP API Voicemail Detector and readdressing of a call.

Monthly using the Smartcalls service provided to the market in December, 2017 about 300 thousand information calls are made. Integration with any service or the CRM system on HTTP API is provided in this version that allows to send the return requests to databases of customer company and to adjust the scenario.

Based on Smartcalls campaigns for robotic call-downs are created. Thanks to a speech sensing technology service allows to set the difficult scenarios of calls assuming several answers to a question. Creation of the scenario is available to managers without technical background: feature of service is the visual editor consisting of blocks, moving which, it is possible to collect the necessary sequence of actions at call-down.

From the moment of Smartcalls release HTTP integration became the most required function among our clients, and we adapted the offer for the last requirements of the market. Modern process of customer service is divided between different services, and their consolidation in a uniform chain is first-priority business need. Vasily Sazhko, director of the product Smartcalls

VMD (Voice Mail Detector), the detector of voice mail — own development of Zingaya based on ML&AI (machine learning and artificial intelligence) became an important innovation which defines the answering machine and interrupts reproduction of the scenario to exclude inappropriate use of an advertizing budget.

Until the end of 2018 the output of modules of integration for popular to CRM systems is planned that will allow to start, for example, call-down upon updating of an order status or to configure unloading of results of voice campaigns in CRM for three clicks.

Announcement of service

Modern business is focused on a multikanalnost: the company can communicate with clients by phone, e-mail, through a feedback form on the website, in a chat. According to the research published on the Think with Google portal^[1], despite a variety, phone calls still remain one of the most popular types of communication: 73% of the polled respondents prefer to order goods and services in phone and only 18% give preference to on-line communication channels.

Distinctive feature of Smartcalls — use of a sensing technology of the speech which allows to set the difficult scenarios of call-down assuming several answers to a question. "Working with a set of the different companies, we found out that it is possible to improve significantly their current communications with clients using voice bots and automation — the CEO of Voximplant company Aylarov Alexey comments on release. — We tried to make a product simple that not only people with a technical background could use it".

One more feature of service is the visual editor consisting of blocks, moving which it is possible to set the necessary sequence of actions: a call, questioning by the asked questions (speech synthesis), repeated calls in case of the missed call, recognition and record of the voice answer. Each block of the editor replaces action of the operator, excepting a human factor (the lunch which sat down a voice, forgetfulness, an error at dialing, etc.).

"If to speak about money, Smartcalls is 3 times cheaper than the person and can cut down maintenance costs of call center at least for 25%, completely removing a human factor outgoing voice campaigns — Sazhko Vasily, the director of the product Voximplant shares statistics.".

Each created scenario is controlled a campaign in which it is possible to configure operating time and rules of call-down of the contact sheet, including time zones for different customer groups. For those who want to try service in operation there are precollected scenarios "Quality Control", "Information Call-down" and "Replacement of the SMS". Service has two localizations — Russian and English, is available to clients from Russia, the USA and Europe (support of local numbers and currency). In the spring to users of service there will be well automatic detection of voice mail that in addition will help to save an advertizing budget at start of campaigns.