Artificial Intelligence
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Say goodbye to post-call number crunching - Live Conversational AI gives you real-time insights and on-the-fly coaching while your agents are still on the call, transforming every conversation into a seamless, intelligent experience.
> Read MoreAutomated Email Delivery
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Email delivery is another key feature of the Fire solution thus completing the all in one communication management system, removing the need for a separate email solution. Distributing emails intelligently rather than having users pick from a shared mailbox.
> Read MoreInteractive Voice Response
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Whether standalone IVR or front-ending a contact centre, an IVR application can provide a powerful portal for clients to service their request over the phone. Developed uniquely for you, each application will enhance the ability of your customers to interact.
> Read MoreAI Voice Interactions
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Fire has a very advanced voice recognition and text to speech engine, which is utilised by most Fire customers, with locations all over the world covering many different languages and accents.
> Read MoreWeb Chat
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This fast-growing contact channel is hugely popular with millennials. Tech-savvy agents can handle 10 or more contacts at the same time with huge productivity gains.
> Read MoreCall Recording
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Call recording is standard to the Fire solution for the entire duration of the call. Fire's fully integrated recording is FCA and PCI-DSS compliant. Mix in AI call recording analysis and you have an extremely effective business tool.
> Read MorePro-Active Outbound
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Seamlessly blend outbound with inbound, or use specialist outbound agents benefit from intelligent contact selection, scheduling and reporting.
> Read MoreSurvey Application
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Fire's Survey Application is a multi channel survey product which allows you to engage and receive feedback at just the right time. Survey is an excellent engagement tool, which provides a route to understanding agent performance from the customers perspective.
> Read MoreData Integration
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Data integration is key to automation and then if necessary, routing the contact correctly to an agent. The more integrated your data the more contacts you can take with fewer agents and also speed up resolution time.
> Read MoreRemote Worker Tools
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Working from anywhere has always been part of the DNA of the Fire platform. Having never used proprietary phones, agents using Fire can work wherever they have internet access using either the built in WebRTC phone or another voice path.
> Read MoreTeams Integration
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Whether home working or in your office, our native Teams integration allows users to operate wherever they have access to Teams. The Fire platform has direct resilient integration to the Microsoft Cloud through Direct Routing.
> Read More“Our business has grown around the capabilities of Fire. From the back-office to the call centre, all of our communications are now controlled by the Fire system. With unlimited capabilities combined with resilience, it is the best chouce for our business.”
ICT Director