Contact centres
Absorb tier-one volume so your agents get the calls that need a person
Absorb the repetitive tier-one volume so agents get the calls that need a person, and keep the recording and transcript for every one.
Incoming call
What this is for
Contact-centre economics come down to two numbers: how much of the volume is repetitive, and what it costs to staff for the peak. Tier-one calls are most of the first and the reason for the second. They are also the calls that make the job worst for the people taking them.
How it fits an existing operation
- 01
Takes the repetitive tier one
Balance checks, status enquiries, address changes, resets. Calls with a defined answer and no judgement in them.
- 02
Escalates the rest with context
Anything outside the defined set transfers to a human queue with identification already done and the fields already collected.
- 03
Handles the peak without a rota
Concurrent calls run in parallel, so an unexpected spike is absorbed rather than converted into a hold queue and an abandonment rate.
- 04
Leaves the same record on everything
Recording, transcript and outcome on all of it, automated and escalated alike. Quality review covers the population instead of a sample.
Related
- Inbound supportPoint it at your material and it answers from that rather than a script you maintain. What it has no grounds to answer becomes a transfer, not a guess.
- AI call routingA caller says what they want in their own words and lands in the right place. No menu tree, no "press 4 to hear these options again".
- Order status callsIt looks the order up while the caller is still talking, tells them where it is, and changes the delivery if that is what they wanted.
- AI voice agentLay the conversation out node by node, hear every branch in the browser, then point a phone number at it. The agent that answers is the one you tested.
BPO and contact centres: common questions
Does this replace agents?
It changes what reaches them. Repetitive contained calls are handled automatically, and the agents take the ones where a person changes the outcome.
Can it work alongside our existing platform?
It answers on the numbers you connect and transfers into your existing queues. You do not have to move the operation.
How do we measure containment?
Every call ends in an outcome, so contained against escalated is a filter over the call records rather than an estimate somebody produces monthly.
What about quality assurance?
Recording and transcript on every call, automated ones included. QA can review the whole population rather than a sample of it.
Does it support multiple regions and languages?
Multiple languages are supported, and Woise runs regional cells, so calls are handled in the region you choose.
Still stuck? Talk to our team.