Stellar’s Contact Center Solution is an AI driven contact center platform independently managed to meet the unique needs of a business. The goal of this solution is to maximize customer engagement by providing live chat, consumer profile and purchase history, shopping cart integration, and much more. This tool allows you to analyze and classify conversations, manage statistics, build a knowledge base for your enterprise, and ultimately amplify customer satisfaction.
Video Overview
Stellar Engage includes a business intelligence module managed through an interactive dashboard. This dashboard is a modern, high quality visual tool that provides a range of detailed analytics (derived from Natural Language Processing) into agent utilization, performance, and customer experience including response time and satisfaction.
The dashboard provides various call analytics for the supervisors to monitor the effectiveness, efficiency, and quality of the services.
Stellar Engage uses deep learning-based NLP models and computational linguistics techniques to create an intelligent workflow for parsing, entity recognition, topic extraction, part-of-speech tagging, and sentiment analysis.
This unique technique allows the system to learn, analyze, and understand human language allowing for call classification and sentiment analysis. Over time, as more data is collected, this technique enables higher degrees of accuracy.
Stellar Engage uses Interactive Voice Response (IVR) and customized prompts to understand the purpose of the call. Once the purpose of the call is determined, the Stellar Engage rule-based call flow engine uses an Automated Call Distributor (“ACD”) to allow for skill-based routing.
All calls and conversation between the customer and call agents are recorded, and the audio files of these recordings are stored on the Amazon S3. The Audio files are then converted into text files for Natural Language Processing (NLP). Our proprietary AI analytics extracts the topics spoken about during the conversation and performs sentiment analysis and classifications for each of the extracted topics. The diagram shows the flow of the entire call from the time it is received by the agent to analysis to the display of analytics on the dashboard.
Stellar Engage enables customer-focused AI-powered call-routing solutions. The solutions process begins when NLP technology determines the caller’s intent and uses that determination to route the caller to the right agent, right away. This solution provides a very flexible platform to define the customer’s call flow. This call flow is defined through what Stellar Engage describes as “building and connecting the blocks.” Each block represents a specific function that a business may require from a customer engagement solution. Stellar Engage’s solution uses the following five blocks to define the flow:
1 Other taxes and fees such as the Federal Universal Service Recovery Fee, E911 Service Fee, Compliance and Administrative Cost Recovery Fee, 911 Fee, and State and Local Taxes, may apply. See Taxes & Fees for more information.
The Stellar Engage Compliance Solution is designed to ensure that all applicable laws associated with record retention and access are maintained at the supervisory level. Individual agents will not have the ability to edit or delete any call records or related recordings. All calls are subject to the Acceptable Use Policy.
Federal Universal Service Recovery Fee: This fee is used to recover contributions Stellar Engage is required to make to the federal Universal Service Fund, which provides support to promote access to telecommunications services at reasonable rates for those living in rural and high-cost areas, income-eligible consumers, rural health care facilities, and schools and libraries. Stellar Engage is permitted, but not required, to recover these costs from its customers. The Federal Communications Commission (FCC) sets the applicable USF rate on a quarterly basis and is subject to change.
911 Service Fee: This fee is used to recover Stellar Engage’s costs directly associated with providing 911 and E911 for DigitalLine customers. This is not a government-mandated charge. This fee applies to DigitalLine and VoIP customers only.
Stellar Engage Compliance and Administrative Cost Recovery Fee:The Stellar Engage Compliance and Administrative Cost Recovery Fee (“CRF”) is a fee that Stellar Engage charges in order to recover the various costs and expenses that it incurs in connection with:
The CRF is not a tax, nor is it mandated by any level of government or government agency.
911 Fee: This is a charge imposed by local governments to help pay for emergency services such as fire and rescue.
State, Local & Provincial Taxes: These taxes are imposed by state (US) or provincial (CAN), local, and municipal governments.
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