Call summaries in your CRM of choice
Now you can view call summary details in your preferred CRM for a comprehensive look at customer communication! Our webhook functionality lets you send critical call data like summary content, customer contact info, and date/time stamps directly to your CRM of choice. This helps you catch up on important conversation developments without switching tabs, and enforce call quality control among your reps.
Simply add a new webhook within your Integrations tab and select the Call Summarized option to enable the data flow. Skip sifting through long transcripts and see conversation results right in your CRM, where you need it most.
Improved CRM integration cards
Click to access any CRM lead right from Aloware with our improved integration cards! Anytime you have a Contact open in Talk, just click the arrow button on their card to view their corresponding information in your CRM. Forget opening another browser tab or window—this convenient link between platforms takes you there lightning-fast.
And it works with any of our compatible CRMs, so you’re covered no matter which platform you love.
More accurate customer sentiment analysis
Keep your customer sentiment reports at peak accuracy by preventing false-negative labels for common phrases. Now you can pre-designate certain sentences and prompts to be classified as Neutral, rather than risking an incorrect Negative marking.
Simply access your AloAi Voice Analytics settings through your Account tab and find the Configure Neutral Customer Message section. Here you can enter any content the AI may be prone to mistake for negative sentiments, such as neutral voicemail prompts and rep greetings. (If it’s a standard part of your customer service script, it’s a good idea to add it!)
This improves the accuracy of your overall customer sentiment analytics. Now when you’re checking team performance in your dashboard—and searching for red flags in the customer experience—you won’t be thrown off by red herrings.
Filter voice analytics by customer sentiment
Need to quickly check the emotional tone of all your rep-customer interactions? Now you can filter calls in your AloAi Voice Analytics dashboard by customer or agent sentiment with the click of a button.
Just click the bar graph or stat that displays your sentiment of interest (positive or negative) and the dashboard will isolate all calls in that category. Simply scroll down to find the complete list and access any call’s transcript to investigate what happened—and what your team can learn from it.
Real-time AloAi Conversation Insights generation updates
Now you can immediately see the status of your call transcriptions and summaries while calls are in progress. As your reps speak with customers, AloAi analyzes the interactions to automatically generate transcripts and conversation insights summaries with key takeaways. No need to refresh your browser to see results—AloAi shows its working status in real time to keep you updated.
While the items generate, you’ll see a “Transcription in progress” message under your call log in Talk. If AloAi has any issue extracting the information it needs, you’ll see a “Transcription generation failed” message and a directive to retry later. If all goes well, you’ll see the insights appear instantly—so you can quickly conquer next steps.
SImplified AloAi Text Bot and Voice Agent pricing
Automate your customer text outreach hassle-free with our accessible AloAi Text Bot pricing. Each of our AI-powered plans— iPro, uPro, and xPro—automatically includes 100 text bot enrollments (any SMS conversation with a lead or contact counts as an enrollment.) No worries if you exceed the limit—additional enrollments only cost ten cents each. This provides a cost-efficient way for you to engage leads, drive them toward booking an appointment or another action, and iterate on your SMS bot deployment.
The transparent pricing also extends to our AloAi Voice Agent, which handles customer calls on your behalf. You’ll get 20 voice bot enrollments (aka lead conversations) when you upgrade to our iPro, uPro, or xPro plan, and any additional enrollments are billed at $1 each.
Why the cost difference? Since our voice agent assists callers on the phone in real time, it’s more resource-intensive—but it helps you scale customer service when you have extremely limited resources. (So any way you spin it, you’re banking major savings!)
For a detailed pricing breakdown, please refer to the chart below:
Streamlined AloAi Text Bot setup and workflows
Launching your AloAi Text Bot has never been easier with our improved setup workflow! Now every time you create a new bot, you’ll be prompted to designate it as Inbound or Outbound, which determines how it will interact with customers.
Outbound text bots initiate prospect conversations to open up a dialogue, making them ideal for sales and marketing use cases. Inbound bots, on the other hand, only engage with customers who reach out to them first, making them more suited to serve support teams. You can add your bot’s first message to customers under the Prompt section, where it’s called “Opener” for outbound and “Greeting” for inbound.
You can also prescribe exactly how your bot should follow up with unresponsive contacts under the Actions tab. Turn on the Follow Up switch to choose how many times it will try to re-engage contacts, as well as how long it will wait between those attempts.
Smarter AloAi Text Bot follow up behavior
Your AloAi text bot no longer has to wait for contact replies to maintain conversations—just program it to persist with leads even when they don’t respond. You can train the bot to continue adding new messages to text threads while it waits for contacts to reply—simply add setup Instructions on your preferred frequency and timing.
Then your bot will find creative ways to maintain conversations, without repeating itself or sending awkward, canned follow up language. Consider it your secret weapon for staying top of mind with leads!
Streamlined SMS broadcast setup
Deploy SMS broadcasts even faster thanks to our new, streamlined setup interface! Add Contacts by list or by integration for a more seamless launch, and quickly identify any DNC contacts with our new Contacts Preview. You’ll see how many DNCs your campaign list contains, so you can better predict performance and make adjustments.
Agent status updates available through API
Keep tabs on your agents through external tools with our new Agent Status API enhancement! Now you can make third-party solutions show when your agents are Busy, Available, Offline, or On a Call, and their statuses will update in real time. You can also filter results by agent, team, or status type with this improved API flexibility. Welcome to the height of call center management convenience!
Custom CSAT messages
When you’re soliciting survey feedback from customers, you no longer have to rely on preset message prompts—now you can add your own, customized recordings. Simply upload any preferred message recording in MP3 or WAV format when you enable CSAT under Routing & IVR in your Lines menu. This helps you better represent your brand identity and tailor the survey experience for optimal participation.
Consolidated daily activity reports by role
Managing your team’s daily activities on the go with our email reports? We just made it easier by condensing key information into one easy digest. No more shuffling between emails to track down stats—now you can find them all in one master report. Open it daily for a quick review of:
- Inbound SMS messages received
- Outbound SMS messages sent
- Total new DNC contacts
And if you want to investigate further, just click on any stat to see its full breakdown in your Aloware dashboard.
But the reporting convenience doesn’t stop there—you can also customize email reports by role within your organization. Under Reporting Settings in your Account tab, admins can choose which user roles they want to receive each report type. Default settings are as follows:
You’ll notice that Integration Reports and Billing Warnings aren’t adjustable for Billing Admins, which means they’re required communications for those user roles.
Primary phone numbers added below Contacts
Quickly identify which phone numbers belong to your contacts in your Talk Inbox! Now you’ll see the primary phone number associated with each contact under that person’s name, so there’s no confusion about who you’re calling.
Improved outreach organization with Communications tab
Viewing your team’s outreach history just got a whole lot simpler with our new Communications tab! Find it in Talk right above Contacts, where you can see a clear table of interaction logs. Admins can click highlighted links where ring groups, transcripts, contact names, and call recordings appear for more information.
We’ve also added convenient shortcut buttons beside every interaction log, where you can call the contact at hand, view additional interaction details, or archive the entry. Filter by line or use the search bar to separate the logs you need to focus on.
You can even customize how your table appears by adding and removing select columns as desired through the Table Settings button.
Say goodbye to searching for recent communications—they’re all clearly displayed for your consumption.
