Routing and Call Control

Routing and Call Control (RACC) is a powerful cloud-based voice routing engine where our enhanced network services and technologies can be customized and configured to create powerful application solutions.

RACC enables IT/operations and business teams to control key elements of their voice services at the network level — including directing inbound local and toll-free calls with advanced routing and transfer rules.

RACC also supports call retry logic and Alternate Destination Routing (ADR) for flexible and automatic failover capabilities. RACC integrates with all major CCaaS platforms or premise-based IVR, ACD, and CTI systems, so routing logic can be configured within RACC and/or in concert with centrally-managed business rules.

Voice Clarity

Voice Clarity Measurement and Enhancement (VCME) is patented digital signal processing technology that scores and improves speech intelligibility in real-time, Customers using VCME enjoy calls that are more efficient, more satisfying, and more successful.

VC Measurement provides a score based on several clarity indicators for each call leg. This score offers objective feedback on the call quality of both carriers and contact centers in the call path.

VC Enhancement delivers benefits for the three most watched metrics in a contact center — call handle time, repeat call rates, and customer satisfaction scores — by selectively enhancing voice frequencies and removing distractions like background noise from the caller’s and agent’s environments.

Risk Scoring

Risk Scoring Services (RSS) is a cloud-based solution with an open architecture that supports continuous evaluation and integration with third-party data and services. It features historical calling data, STIR/SHAKEN verification and carrier screening services, and optional risk scoring tools for creating real-time risk scores.

This highly flexible scoring allows for the streamlining of both IVRs and agent handling for low-risk calls while targeting high-risk calls for more robust treatment.

RSS results can be provided through SIP signaling, a real-time API, and post-call reporting to minimize IT support dependencies.