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April 2024 Release Notes – Voicemail Greetings, Ability to Access Websites With a Username and Password, and more! - Specialty Answering Service - ContactCenterWorld.com Blog

April 2024 Release Notes – Voicemail Greetings, Ability to Access Websites With a Username and Password, and more!

We’ve just added some new features to enhance your answering service experience! Check out our release notes which includes the ability to access websites locked behind a username and password, the ability to add callback greetings for voicemails, and more!

Programming

  • Email Blocks: On any new Email script block, the Verify option will be turned on by default. Users can turn this off if they’d like.
  • Callback Greetings: Within the Greeting block, users can activate a Voicemail option under the Callback section to add instruction for agents who reach a caller’s voicemail upon a callback.
  • Websites: SAS now has the ability to access websites that are locked behind a username and password. Additionally, the Website script block has been adjusted to offer advanced formatting features
  • New Variables: 2 new variables have been added to the Flex system; {{company_name}}, which pulls the company name from the Wiki section of a script, and {{company_phonetic}}, which pulls the phonetic spelling of the company name from the Wiki section of a script.

Premium Add-Ons

  • On-Call: In the On-Call Add-On, the Notify after Receipt option has been updated to allow users to select a- New switch in on-call add on ‘Notify after receipt’ area where the notification of who picked up the message can be restricted to only to go prior recipients of the messages (not the entire distribution)

Amazing Tips

New features are great, but knowing how to use old features are even better! Check out some great tips below for how to get the most out of features we’ve deployed in earlier releases you may not have known about:

  • Lunch and Holiday Closings: Users now have the ability to set Lunch and Holiday closings within Reach and Cold Transfer script blocks.
  • Whisper: In Number Settings, users now have the ability to configure agent whisper greetings, both for company pronunciations and agent instructions.
  • Security Pin: Within Account Settings, users now have the ability to create and activate a PIN to lock sensitive areas of their account from agents.

Source: https://www.specialtyansweringservice.net/april-2024-release-notes-voicemail-greetings-ability-to-access-websites-with-a-username-and-password-and-more/

Publish Date: April 29, 2024


2024 Buyers Guide IVR

 
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Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


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eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

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Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.

DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
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Pointel

Voice Self Service
Voice self-service can reduce cost and improve customer satisfaction. As with every system implementation, it is not the software, but the implementation that will define the success of the project. This also holds true for self-service implementations. Pointel follows a unique and proven process to implement voice self service. This process has been fine-tuned through years of experience implementing contact center and self-service applications. Pointel can design and develop solutions that will meet and exceed our client’s voice application needs. With several years of experience in Genesys GVP(Genesys Voice Platform) implementation and integration, Pointel can provide an integrated voice...
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View more from Specialty Answering Service

Recent Blog Posts:
April 2024 Release Notes – Voicemail Greetings, Ability to Access Websites With a Username and Password, and more!April 29, 2024
August 2023 Release Notes – Premium Add-On’s, New Scripting Block, and More!August 14, 2023
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