Gold and Platinum Offerings
SolveForce, in partnership with Verve, brings to you a range of Contact Center packages designed to fit diverse business requirements. Offering a plethora of services included with each license at no additional cost, these packages are designed to provide your business with a comprehensive contact center solution that is both reliable and economical.
The primary services included with each license for Verve’s Contact Center packages, unless noted as an account-level service, are as follows:
Gold Package – $95 per month
The Gold package provides you with a full-featured contact center and includes:
- Admin Portal
- Supervisor App
- Real-time agent status
- Inbound voice channels
- Automatic Call Distribution (ACD)
- Position in queue and estimated wait time
- Supervisor functions (monitor, whisper, barge)
- Real-time, historical, and graphical reports
- Real-time dashboards
- Call recording
- Greetings management
- Agent desktop and web apps
- Scheduled and custom reports
- Real-time dashboards and alerts
- Customizable IVR (Interactive Voice Response)
- Skill-based routing
- Geo-routing
- Advanced rules-based routing (last agent, preferred agent, etc.)
- Custom agent status
- Configurable wrap-up time
- Configurable agent removal from queue
- Real-time customizable threshold alerts
- Queued callback and queued voicemail
- Emergency queue bulletins
- Post-call surveys
- Free calling (inbound and outbound domestic)
- Pre-built integrations
- 6000 min/month per concurrent seat
The Gold package also provides integrations with Salesforce Classic, Lightning (no click to call), Dynamics, Zendesk, ServiceNow, and Slack.
Platinum Package – $145 per month
The Platinum package includes all the services of the Gold package, plus omni-channel services and more:
- Outbound voice and blended channels
- Outbound dialer (scheduled power dialing)
- Elastic demand support
- Recording storage (account level)
- Toll-free minutes package (toll-free usage associated with one or more toll-free numbers connected to the IVR; account level)
- Web chat, email, and SMS channels
- Dynamic notification (customer outreach via voice, email, and SMS)
- Schedule manager
- Evaluator (QA templates, scoring, and sentiment analysis for voice and chat)
- Screen recording of agent activity
- Initial 5-hour block of Call Recording Transcription & Analysis (1 block provided per license; total minutes pooled at account level)
- Speech recognition integration
For additional costs, the following add-on/upgrade services are available:
- Additional recording storage packages (account level)
- Web chat channel (added for all licenses)
- Email channel (added for all licenses)
- SMS channel (added for all licenses)
- Chat channel (added for all licenses)
- Dynamic notification (customer outreach via voice, email, and SMS)
- Schedule manager
- Evaluator (QA templates, scoring, and sentiment analysis for voice and chat)
- Screen recording of agent activity
- Additional 5-hour blocks of Call Recording Transcription & Analysis (1 block provided per license; total minutes pooled at account level)
- Custom CRM integration
- Custom Work Force Management (WFM) integration
- Custom IVR integrations & self-service apps (DB data dips, intelligent routing, payment IVRs, etc.)
For your personalized communications solution, call 888.765.8301 or visit SolveForce.