Natterbox Winter 2024 Product Release: AI-Driven Innovations and Enhanced Features
As a new year kicks off, we're excited to announce our Winter Product Release, featuring groundbreaking updates across Natterbox AI, Voice, Salesforce, and Digital Channels. Our AI-driven enhancements aim to streamline operations, boost efficiency, and deliver exceptional customer experiences. Let’s explore what’s new.
Natterbox AI: Driving Business Impact with Generative AI
Natterbox AI represents a transformative leap in contact center technology, combining the power of generative AI with real-time automation to tackle the most pressing operational challenges. Automating time-consuming tasks and delivering actionable insights enables businesses to operate with unprecedented efficiency. From improving agent productivity to enhancing customer experiences, Natterbox AI sets a new standard for intelligent, data-driven contact center management.
AI Assist Now Available
AI Assist removes post-call administrative tasks from agents’ plates, letting them focus on delivering meaningful customer interactions. By automating tasks like Salesforce updates, wrap-up codes, and follow-up actions, agents gain more time for impactful conversations.
Key Benefits:
Free Up Agent Time: Agents spend 61% of their time on admin tasks. AI Assist automates these, allowing agents to engage more customers.
Seamless Next Steps: Automatically schedule follow-ups or update customer records, ensuring tasks never fall through the cracks.
Accurate Data Capture: Eliminate human error with automated Salesforce field updates, boosting data accuracy.
Personalized Follow-Ups: Automatically create timely, personalized messages to keep customers engaged.
New AI Language Support
Expanded transcription models now support 27 additional languages for AI & Insight, ensuring broader global coverage and more accurate customer interactions. Here’s the full list:
27 NEW Languages for Natterbox AI & Insight: Bulgarian, Catalan, Chinese(Hong Kong), Chinese(Simplified), Chinese(Traditional), *Czech, *Estonian, Flemish, *Finnish, German(Switzerland), *Greek, Hungarian, Indonesian, Korean(South Korea), *Latvian, *Lithuanian, Malay, **Multilingual - Spanish + English, Norwegian, Polish, Romanian, Slovak, Swedish(Sweden), Thai, Thai(Thailand), Ukrainian, and Vietnamese.
4 NEW Languages for SCV Real-Time Transcription: Norwegian, Polish, Spanish (LATAM), Tamasheq.
Notes:
*Customer-initiated language requests
**Captures both English & Spanish on the same call
() indicates a local dialect
Natterbox Voice: Smarter Call Management
Routing Policy Navigation Enhancements
Managing complex Routing Policies in Natterbox just got easier. Introducing the Navigator Pane, a "mini-map" that helps administrators efficiently navigate large and robust Routing Policies. With the Navigator, users can see which part of the policy is currently in view and quickly jump to different sections of the canvas that need attention.
Combined with Scroll & Zoom, managing the Routing Policy Canvas has never been more intuitive.
We’ve also introduced another productivity enhancement, Text-to-Speech (TTS) Sound Files previews directly within the app. These updates make working with Routing Policies as seamless as using best-in-class whiteboard tools like Figma, Adobe, and Miro.
One Sided Agent Recording
Record only the agent's side of conversations where required by law, ensuring compliance with strict regulations while maintaining operational transparency. This feature supports businesses operating in regions with stringent privacy standards, enabling secure, legally compliant call recordings without capturing sensitive customer information.
Natterbox Digital: Digital Routing & WhatsApp Business [Coming Soon]
Get ready for the upcoming launch of Natterbox Digital in February 2025, introducing cutting-edge Digital Routing capabilities designed to transform customer engagement. With support for SMS, WhatsApp, and a newly redesigned messaging inbox, businesses can automate messages, manage conversations seamlessly, and deliver personalized experiences at scale. This powerful upgrade ensures that every customer interaction is timely, relevant, and impactful, setting a new standard for digital customer communication.
Digital Routing Features
Message Routing: Deliver SMS & WhatsApp messages dynamically using Salesforce lookups.
Message Manipulation: Automatically edit or add content to messages before sending.
Whisper Messages: Provide context-sensitive notes to agents before they engage with customers.
Blocking Messages: Automatically block messages based on customer preferences
Event Routing & Reporting: Capture, log, and analyze message interactions, creating actionable insights with custom reports and analytics.
WhatsApp Business
WhatsApp Business Now Available: Get a sneak peek into our upcoming Natterbox Digital launch with early access to WhatsApp Business, available now ahead of the full release in February 2025. Experience enhanced messaging capabilities, including a redesigned inbox for streamlined communication and automated customer interactions. Join our early access program today and be among the first to elevate your digital engagement strategy.
Salesforce: Secure Payments Made Simple
PCI Support for Service Cloud Voice
With Service Cloud Voice (SCV), businesses can now process credit card payments securely over the phone while staying fully PCI DSS compliant. This seamless integration ensures that agents never see or handle sensitive payment data, reducing security risks and enhancing customer trust. By embedding payment functionality directly into SCV workflows, businesses can streamline transactions while maintaining the highest standards of data protection and regulatory compliance.
Ready to Transform Your Contact Center? These innovations empower businesses with smarter automation, seamless integrations, and enhanced customer engagement. Schedule a call with Natterbox Account Manager to learn how Natterbox can redefine your customer experience journey.