Creating a Better Caller Experience

You’ve probably already experienced our technology.

Every year, leading consumer brands trust Vail’s telephony software and cloud services to make billions of customer conversations better.

The Trouble with conversations…

Vail removes the obstacles that lead to bad caller experiences.

We make conversations:

In-App Calling

Voice contact isn’t always the preferred way of getting things done, but, when it is, it should be readily available.

Whistle Engine is embeddable software that provides a clickable link for secure voice communication from any app, making switching to voice a seamless experience.

Automated Authentication

People understand that contact centers must verify their identities, but how many ways do they need to ask?

In today’s connected world, it’s possible to pre-authenticate most callers, saving time and letting conversations focus on what matters: getting something done.

Enhanced Call Treatment

Introducing advanced technologies that can improve customer experiences is an ongoing struggle for contact centers. Scarce IT resources and the ongoing demands of maintaining system uptime take precedence over innovation.

RACC is an enhanced network services platform that enables the rapid deployment and configuration of a multitude of customer-facing voice services. Many services, like emergency announcements, are configurable in real-time, but even the most complicated voice services can be activated on-demand with little or no IT effort.

RACC allows customer service organizations to integrate any and all of Vail’s advanced voice technologies to enhance their customer conversations, without the expense and effort of traditional IT projects.

Context-Driven User Experience

Accommodating the many ways customers may express their needs when contacting customer service is a major challenge for businesses today. Too often, self-service solutions struggle to meet customer expectations because they lack the necessary information to fully understand customer behavior.

Effective customer care must look closely at how people ask questions or explain their problems in specific situations and at different moments during their journey. Our CUE Analytics application toolkit provides a real-time view of customer activity and trends. This clears the path for proactive, personalized customer care across channels resulting in increased customer satisfaction and greater operational efficiencies.

Context-Driven User Experience

Accommodating the many ways customers may express their needs when contacting customer service is a major challenge for businesses today. Too often, self-service solutions struggle to meet customer expectations because they lack the necessary information to fully understand customer behavior.

Effective customer care must look closely at how people ask questions or explain their problems in specific situations and at different moments during their journey. Our CUE Analytics application toolkit provides a real-time view of customer activity and trends. This clears the path for proactive, personalized customer care across channels resulting in increased customer satisfaction and greater operational efficiencies.

Enhanced Voice Clarity

Perhaps nothing is more frustrating than a conversation where one or many parties are having trouble hearing what’s going on.

VCME is a patented technology that detects and remediates the most troubling forms of audio that occur in call center conversations.

With VCME, conversations progress more naturally and efficiently, resulting in faster handle times and better call outcomes.

Speech Analytics

Every customer support operation has a short list of situations that lead to poor outcomes. While that list is knowable, it’s also ever-changing.

Speech Analytics provides a means to analyze the unstructured information in a conversation so that a map of pain points can be produced. Once an organization knows where issues lie, it can develop responses or remediate those issues.

Integrating better responses to customer challenges reduces conflict, enabling associates and callers to focus more on the business at hand.

Real-time Quality Feedback

When customers don’t feel that their issues are important or associates don’t seem engaged, things can escalate into bad conversations.

Prosodica is an analytics technology that uses real-time digital signal processing (DSPs) to sense the kinds of non-verbal signals that precede a caller escalation.

By providing feedback on the impact of these non-verbal signals, Prosodica helps call centers maintain high levels of engagement which results in more efficient calls, fewer call backs and more satisfied customers.

Customer Dashboards

Data Scientists at Vail constantly mine one of the richest repositories of customer interaction data ever compiled to guide the development of our industry-leading products.

Vail Customer Experience Analytics (VCXA) provides our clients with web-based access to the tools and data they need to continually improve their ability to create great customer experiences.

Creating the very best customer experiences.