MosaicVoice

MosaicVoice's No-Code Solution for Call Centers

MosaicVoice offers an innovative no-code solution designed specifically for call centers to automate quality assurance processes. This solution empowers agents with real-time guidance and powerful analytics on both voice and video calls. By understanding customer intent, MosaicVoice dynamically guides agents with relevant talking points, helping them respond effectively to customer objections and maintain compliance. The system tracks compliance and alerts managers to breaches in real-time, while also providing agents with a remediation plan before the call concludes. This automation not only enhances call quality but also significantly improves operational efficiency.

MosaicVoice's Real-Time Guidance and Analytics

MosaicVoice stands out in the B2B operations industry with its real-time guidance and advanced analytics capabilities. The platform listens to calls, understands customer intent, and provides agents with instant prompts and responses. This feature ensures that agents are always prepared to handle customer objections and queries efficiently. Additionally, MosaicVoice generates detailed call reports and transcripts, which are automatically uploaded to the CRM with sensitive information redacted. The analytics provided help managers identify and institutionalize best practices, ultimately leading to improved call outcomes and operational excellence.

MosaicVoice's Security Measures

Security is a top priority for MosaicVoice, which is hosted on Heroku, a leading cloud infrastructure provider. The company ensures customer data protection through logical tenant separation, encryption in-transit (TLS 1.2, TLS 1.3), and encryption at-rest (AES-256). MosaicVoice also implements robust application protection measures, including DDoS protections, regular vulnerability scanning, and annual penetration testing. Organizational security is maintained through security education and awareness training, 24/7 monitoring and incident response, and vendor risk management, ensuring compliance with SOC 2 Type 2 and HIPAA regulations.

MosaicVoice's Impact and ROI

MosaicVoice claims to deliver measurable ROI in days rather than months, making it a highly efficient solution for call centers. The company has achieved significant results, including a 50% reduction in training time, a 95% reduction in non-compliant calls, and an 80% increase in positive call outcomes. These impressive statistics highlight the effectiveness of MosaicVoice's technology in improving call center operations and ensuring compliance. By providing real-time guidance and powerful analytics, MosaicVoice helps businesses optimize their call center performance and achieve better customer satisfaction.

MosaicVoice's Compliance and Certifications

MosaicVoice is committed to maintaining the highest standards of compliance and security. The company complies with SOC 2 Type 2 and HIPAA regulations, ensuring that customer data is handled with the utmost care and security. These certifications demonstrate MosaicVoice's dedication to protecting sensitive information and maintaining the trust of its clients. With regular security audits and rigorous compliance measures in place, MosaicVoice provides a reliable and secure solution for call centers looking to automate quality assurance and improve operational efficiency.