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Capabilities

Capabilities
Contact Center Management Console
Data Intelligence
Intelligent Contact Distribution API
User Context Service
Data Lake
Platform Data API
Data Visualization
Service Experience Metric Suite
Detractor Likelihood
Repeat Contact Likelihood
Repeat Purchase Likelihood
What-If Tool
Data Dictionary
Conversation Data
Repeat Purchase Likelihood Data
Rules Business Objects Reporting
Service Case Data
Workforce Optimization
Workforce Management
Agent Presence
Agent Evaluation
Voice Recording System
Smart Omni-Channel Routing
Callback
Intelligent Contact Distribution (ICD)
Queue Treatment
Realtime Insights
Routing Configuration
Routing Conversation To Agent
Omni-Channel Agent Tool
Channel Integration
Chat Channel Integration
Voice Channel Integration
Recording & Transcription
Voice providers and adapters
Softphone
Identity and Access Management
Resource Sharing Across Partners
RBAC Resource
Tool Access
Built-in Agent Roles
Login Details
Built-in Configuration Roles

Contact Center as a Service (CCaaS) domain capabilities

The Contact Center domain describes a set of capabilities that can be leveraged by any application to intelligently connect any agent to any traveler or supplier, across any channel; powered by contextual data feedback loops between agents, suppliers, and travelers supporting all Expedia Group products and stages of travel.

These capabilities include:

  • Contact Center Management - Ability to easily create and manage your Contact Center and Agents, Agent Tool, Admin Users, Smart Routing, Phone Numbers, Voice Experiences and related Rules & Policies.
  • Data Intelligence - Learns and provides visibility for operational management with context/memory across conversations, and surfaces strategic insights via out-of-box dashboards and data exploration tools including Operational Dashboards.
  • Workforce Optimization - Capabilities that pinpoint areas of excellence and improvements replicate successful interactions, and identify actionable feedback, including Call Recording, Agent Evaluation, Text Analytics, etc..
  • Smart Routing - Powered by ML; provides options to skip the line or follow-up later if human assistance is required that can be customized based on the context of the current or prior conversations.
  • Omni-Channel Agent tool - A complete Agent Tool (Voyager Next) comprised of pluggable components, including a Virtual Agent tailored to Travel Agents that can also be easily configured and integrated into any agent tool (e.g. Salesforce).
  • Voice Channel - Integration for traditional Telephony and Voice Assistance that provides automation for travelers, suppliers and agents.
  • Agent Identity - Authentication and authorization to support Single Sign On (SSO) that integrates into any provider and provides additional meta data for the Agents to support routing and reporting.
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