Comm100 Voice

Create richer customer conversations with our digital voice solution

Comm100 Voice offers a feature-rich, reliable and seamless voice solution to help engage your customers on their preferred channels. With Comm100 Voice, you can both take inbound calls and make outbound calls to expand your reach and provide new channels of communication with your customers worldwide.

Deliver effortless experiences with our collaborative Voice solution

Provide the flexible phone solutions your customers demand

While it’s important to offer a range of channels, phone still remains the number one support channel for its real-time and direct communication. Comm100 Voice ensures you deliver on this, helping you provide the familiarity and immediacy of talking on the phone with a human agent. Whether taking inbound calls to solve customer issues, or making outbound calls to provide proactive customer support. Comm100 Voice ensures your customer phone support stays up to date and you deliver the accessible support your customers expect.

Reduce customer friction and increase front-line efficiency

Comm100 Voice is integrated within the Comm100 omnichannel platform so all your calls, messages, and customer communications are connected within one system. This helps your agents to deliver a seamless, consistent customer experience across every channel, while improving team efficiency. As a support agent, starting your day is as easy as logging in and updating your status, responding to your customers’ messages across channels like email, live chat, and social media, and taking support calls – all in one place.

Fast and intuitive routing

Comm100 Voice ensures your customers get immediately connected to the most suitable support agent, every time. With a smart IVR system, customers can select a department after listening to a set of options. Meanwhile, our flexible call routing system is easy to edit and update, letting you set dedicated phone lines for different departments and even route calls to another agent or department during a call. This dramatically reduces call abandonment rates, as well as improving support efficiency.

Personalize every conversation with all the information at your fingertips

We all get frustrated when forced to repeat our issues to various support representatives. With Comm100 Voice, agents can easily access previous customer conversations across every channel so customers never have to repeat their query if and when passed between agents. Moreover, when a customer returns, the platform automatically identifies the individual and provides information about them to the agent. This empowers them to provide more personalized and helpful support, as well as improving resolution times.

Streamline workflows and pave the way for seamless customer journeys

With Comm100 Voice, every call is logged within your ticketing system so agents can easily follow up on the tickets. After every call, agents can be given a wrap-up time to let them tag, add comments, update customer information, and prepare for the next conversation. Our two-way sync system will make sure all your systems are always up to date. You can also listen back to call recordings to help confirm details, monitor quality, and guide training sessions. When the team is busy, customers can be directly transferred to Voicemail, and you can even forward calls to mobile devices when you’re on the move.

Monitor real-time and historical data for continual improvement

Comm100 Voice helps to keep track of all your important metrics such as wait time, transferred call status, missed call, and call volume in one place. It’s always important for you to have a finger on the pulse of important metrics to help identify common issues that your customers usually call about, identify gaps in your support coverage and highlight potential training opportunities.

Modify your system setup instantly

To offer customers great phone support, you need a system that is agile and easy to modify. Comm100 Voice provides this and more. You can easily assign roles to your users as either an Agent or an Admin, with each role defining which information can be accessed and edited. With Comm100 Voice, it’s also easy to create new numbers and set up call flows, IVRs, auto-distribution rules, voicemails, and callbacks. Better still, you can set customized schedules to confirm when each number is available to receive calls, helping you to manage working and holiday schedules based on your business needs.

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