Sandetel contact center platform services: basic services and advanced services.

Lot 1 or lot basic services, consists of:

- voice channel with ACD functionality, with multiskill and multisite,

- IVR with DTMF functionality,

- possibility of ASR voice recognition based on numbers, letters or words,

- possibility of being provided with TTS in Spanish, with male and female voices,

- voice recording of incoming and outgoing calls,

- real-time and historical reporting module,

- possibility to connect remote agents outside the corporate network,

- that the solution allows connectivity through ETL to the database of reports in real time and historical,

- satisfaction surveys.

Lot 2 or lot advanced services, consists of:

- voice channel with ACD functionality, with multiskill and multisite,

- a single routing engine for all channels and agents,

- IVR with DTMF functionality and integration with external systems, with the possibility of ASR, TTS and NLU recognition,

- outgoing automatic dialing,

— digital channels such as email, chat, RR. SS. and WhatsApp,

- channel independent contact recording, both incoming and outgoing,

- real-time and historical reporting module,

- possibility to connect remote agents outside the corporate network,

- integration with external systems, API or web service,

- that allows the connection through ETL to the database of reports in real time and historical,

- satisfaction surveys,

- voice mailbox management.