What features does Hooshtel offer?
This set of capabilities creates an intelligent layer on your communication infrastructure that transforms calls from a simple answering process into a decision-making and controllable system. In this structure, every call, whether incoming or outgoing, is analyzed in real-time and managed based on your business data, rules, and goals. The result is more precise interaction, reduced reliance on fixed scenarios, and improved customer experience quality. This system seamlessly covers everything from automated answering and intelligent routing to operator support and advanced conversation analysis. All components are configurable and customizable and can operate exactly according to your operational needs. The final output is improved team productivity, increased call success rates, and access to actionable insights for better decision-making.
Agent Smart Call Responder
This Agent receives incoming calls and analyzes the caller's speech live. The system identifies the call's purpose—such as order tracking, information retrieval, request registration, or support—and responds based on data connected to your business. The Agent can perform specific operations like placing orders, checking status, providing information, or transferring the call to a human operator in special cases. Decisions are made based on customizable logic, and the system's behavior is fully controllable and customizable.
Agent Smart Outbound Caller
In this mode, you specify the call's purpose and the overall conversation framework. The Agent initiates the call, analyzes the customer's speech, and adjusts the conversation path based on responses. These calls can be used for sales, follow-ups, notifications, or surveys. Unlike traditional automated calls, the conversation is dynamic, and the system's reaction depends on the actual responses of the audience. The result is more effective interaction and a higher success rate for calls.
Smart Call Routing (Alternative to Traditional IVR)
The caller naturally states their request, and the system determines which department, Agent, or human operator the call should be directed to. This process occurs without long menus and without the need to select numbers. This feature reduces call time, increases user satisfaction, and decreases errors in call routing, especially in organizations with complex structures.
Smart Human Operator Assistant
In human calls, the system simultaneously analyzes the conversation and displays relevant information to the operator, such as customer details, interaction history, product information, or suggested appropriate responses. The system can also detect changes in tone or tension in the conversation and offer suggestions for better conversation management. This feature improves call quality and reduces the operator's mental stress.
Smart Call Analytics and Reporting
All calls are transcribed and analyzed for content. The system provides reports such as frequent topics, reasons for dissatisfaction, customer sentiments, and the performance of Agents and operators. In addition to ready-made reports, there is the possibility to define custom analytical requests so managers can precisely extract answers to their questions from the calls.