Live advice and counselling

So what does the InverOak gateway offer?

Two-way 1-2-1 communications over:

• Voice
• Video 1-2-1
• Web chat
• SMS
• Social – Facebook Messenger, WhatsApp – due for release Q2 2019

The InverOak gateway portal offers (under a licence arrangement):

• Agent management – in a call centre environment or working remotely anywhere in the world with an internet connection
• Set up agents, specialisations, prioritisation, languages,  pay rates, using their photos, video profiles etc., with edit before screening capability
• Can offer a dynamic feed of all agent’s profiles via XML, which can be set into your website to provide your customers with real time information of specialists that are available. These feeds are completely configurable using CSS to match your web site’s look and feel.
• Modules offering agent management, scheduling, payroll and pay scales
• Live receptionist and automated capability to put through calls to specialist advisors
• Real time statistical and performance management monitoring and reporting.

The ability to charge for the advice to consumers:

• Track talk time used by each customer in the platform for re-charging purposes – e.g. for a Talk to your GP service
• To create special offers, incentives and other marketing initiatives
• Charge by credit / debit card and other payment solutions– pay by the minute or by purchasing packages of talk time. Subscription billing is also supported.
• Payment interfaces offered, online, mobile, live agent, automated  NFC, contactless OTT channels and QR codes
• Charge per minute using premium rate services – say at £1.50 / minute to a maximum of £40/call.
• Manage consumer’s account balance – based on unique customer references
• Access to team of live receptionist (8am – 2am daily) 7 days a week, 365 days a year.
• Ability to top up account balance – via IVR or live agent
• Creation of CRM record for the customer
• Fully PCI/DSS compliant solution

Other features include:

• Call / video recording available, enabling post session retrieval and review
• GDPR and regulatory compliance assured in the UK
• Fully supported by InverOak’s technical team – under SLA – Business Hours support or opt for our Platinum SLA

Taking out a licence to use InverOak’s gateway solution will:

• Provide you with a fully functioning, modular and scalable platform that can be used globally
• Enable the management of your agents in a call centre environment, remotely or a combination of both.
• Provides a modular approach: choose the modules you want – from Payroll to Scheduling to CRM
• Enable you to create your own flexible pricing for card payments – choose between business pays or consumer pays
• Integrated Merchant Payment facility
• Optimise engagement using the CRM module for post session marketing via email, voice and SMS.
• Support your Customer Services function by ability to look up and review past session for training and security.
• Remote agent monitoring – which agent is on a call? How long have they been talking? Who are they talking to? Can I listen in? With just a couple of clicks you’ll know all of the above!