Autumn 2024

Autumn 2024 is Here, Elevating Customer Experience with AI, Voice, and Digital

Our commitment to providing cutting-edge technology for contact centers has led to the release of several key features aimed at improving operational efficiency, enhancing customer experience, and empowering teams with powerful AI-driven insights.

In this release, we’re excited to unveil our latest advancements in Natterbox AI, Voice, and Digital Channels, along with key updates to our Salesforce integrations. Here’s what you need to know:

Natterbox AI Call Coaching: Maximize Performance and Uncover Opportunities with AI-driven Insights

This quarter, we’re introducing Natterbox AI Call Coaching, a suite of AI tools designed to identify coachable moments, drive revenue with actionable feedback, customize coaching, and automate quality assurance. By leveraging AI technology, we’ve created a system that not only transcribes calls but also provides deeper insights into every interaction.

AI Prompt Studio

Harness the power of generative AI with the most flexible prompt solution available. Design AI prompts tailored to your business goals, whether improving sales pitches, enhancing customer service, or addressing training and compliance needs. Natterbox helps you focus on what matters most.

Call Ratings & Rating Rationale

Ensure that your team’s performance is measured fairly and consistently. Take the guesswork out of call evaluations with consistent, automated scoring. Whether using scaled scoring from 1-10, True/False, Yes/No, or open-ended responses, you’ll gain objective insights into call quality.

Categories & Intent Analysis

Dive deeper into customer needs and sentiment trends, enabling better decision-making and more targeted coaching. Leverage advanced AI to categorize calls and analyze customer sentiment, helping you understand the true intent behind every conversation.

AI Translations

Empower global teams with the ability to coach and collaborate effectively, regardless of language differences. Break down language barriers with AI-powered translations, allowing your teams to work seamlessly across multilingual environments.

AI Compliance Monitoring

Mitigate compliance risks and protect your business from regulatory issues, all while ensuring a consistent customer experience. Stay compliant with industry regulations through AI-driven call monitoring that identifies risks before they escalate.

Salesforce Dashboards & Reports

Make data-driven decisions with easy-to-access, customizable reports that help identify trends and opportunities for growth. Track key performance metrics directly within Salesforce. With in-depth reporting and analytics, you’ll have the tools to continuously improve team performance.

Natterbox Voice: Enhanced Agent Control and Call Handling

Customer input continues to help us identify & evolve our voice solutions, and customers continue to ask for more flexibility and control for their agents to manage customer interactions efficiently.

Agent Listen-in (For Training & Development)

Enhance new agent training with tailored real-time listening. Trainee agents can listen in on their colleagues’ calls without the ability to barge or whisper, allowing them to learn from live interactions discreetly. This feature provides an essential training tool for developing agent skills.

Transfer Hold Flow (Improved)

Enhance the customer experience by eliminating awkward pauses and ensuring professional call transfers. When initiating a call transfer, the customer is automatically placed on hold, ensuring a smoother transition between agents.

Preview TTS Sound Files (In Routing Policies)

Streamline the process of configuring call flows, ensuring that your customer communications sound exactly as intended before they go live. Admins can now preview text-to-speech (TTS) files directly within the Routing Policy builder, without needing to call in.

Digital Channels: Expanding Reach with WhatsApp Business & Intelligently Route to the Right Person with Digital Routing Policies

In a world where customers expect real-time communication, we’re excited to offer early access to WhatsApp Business, giving businesses a new way to engage with their audience.

WhatsApp Early Access

Reach your customers on their preferred mobile messaging platform with secure, scalable messaging that integrates directly with your CRM. WhatsApp Business helps drive inbound service requests by replacing legacy channels like email for faster responses, and creating more accessible ways to manage conversations, images, and files necessary for business interactions - all while logging and managing the experience directly inside Salesforce.

Digital Routing Policies

Create personalized and targeted routing with your organizational SMS and WhatsApp numbers with the same capabilities you know as our classic voice routing policies. Now, you can perform Salesforce look-ups, route conversations to the right contact for the request (Case/Opportunity/Lead owner), and maintain that harmony through an asynchronous conversation.

Salesforce Updates: Empowering Agents with Voice and Automation

Our native integration with Salesforce continues to provide seamless voice capabilities directly within the CRM, ensuring agents have all the tools they need to deliver exceptional service.

Service Cloud Voice: Barge Support

Offer hands-on support during live calls, helping agents navigate complex interactions and deliver better customer outcomes. Supervisors can now barge into live calls, providing real-time support to agents when needed. This builds on the existing “listen-in” feature by allowing direct participation in ongoing conversations.

Service Cloud Voice: Callback Support

Improve customer satisfaction by providing flexibility and reducing wait times, ensuring issues are resolved efficiently. Respect your customers’ time by offering them the option to request a callback, rather than waiting on hold.

Salesforce Admin: Auto Deactivation of Salesforce Users

Simplify user management with automated processes that ensure license and asset usage remains clean and efficient. Automatically deactivate Natterbox users when they are deactivated in Salesforce, streamlining the off-boarding process and reducing the risk of unmonitored assets.

Driving Business Forward with Natterbox

This quarter's product release showcases our ongoing commitment to leveraging AI and voice technology to elevate the contact center experience. Whether through enhanced call coaching or the integration of new digital channels, Natterbox continues to empower businesses to deliver better customer service and make data-driven decisions.

But it doesn’t stop there! As we look forward to future quarters keep an eye out for many more exciting things to come:

• AI Agent Assist: Automate Post-Call Workflows and eliminate manual tasks with auto-wraps, email templates, and AI-powered case completion.

• Routing Policies: Archive & Version Control along with Copy/Paste/Zoom Navigation

• Digital Message & Event Routing: Harness even more control over messages by creating Digital IVRs, manipulating messages before/after send, creating/updating records, and sending whisper messages all within our Routing Policy Builder.

• Custom Dictionary & Redaction: Improve Transcription Quality, AI Prompt Outputs, and compliance with a set of tools to refine your transcription results

• Voicemail Transcription Anywhere: Record, Store, and Deliver voicemail transcriptions directly to users, and also dynamically insert those into Sales & Service Objects for a quick glance & consolidated view of customer interactions.

About Natterbox

Natterbox empowers businesses by delivering global voice solutions fully embedded inside Salesforce. With AI-driven features and seamless digital channel integration, we help contact centers worldwide transform their operations and elevate their customer interactions.