The Fluency Communications SuiteTM (FluencyTM) is a comprehensive suite of call center software capabilities designed to provide telephony and web-based communication applications for sales and service environments. Fluency’s application environment supports the development and deployment of standard and customized applications and reporting capabilities such as:
  • Auto Attendant
  • Automated Call Distribution
  • Automated Messaging
  • Call Recording
  • Online monitoring
  • Interactive Voice Response
  • Integrated Voice Mail Messaging and Queuing
  • Attended Outbound Dialing
  • Web Call-Back
  • Call transaction reporting

Fluency provides a variety of call handling and processing applications including:
  • Answer calls and prompt callers for DTMF input for auto attendant functions
  • Provide automated access to database information for text to voice interaction and call routing to queues/ extensions/locations" To Provide comprehensive IVR functionality with full Speech recognition/Text to speech and facilitate database integration for telephony ordering or enquiries or simply to effect priority routing
  • Store caller messages in voice mailboxes as part of the inbound call queue
  • Schedule return calls for follow-up
  • Perform automated outbound calling
  • Provide web based call back requests
  • Provide caller notification and verification via telephone call, email, or fax
  • Record conversations randomly, scheduled, or on-demand
  • Create outbound calling campaigns and perform automated dialing" To Build outbound or inbound/outbound campaigns with the Fluency Preview/Progressive or Predictive dialers
  • Coordinate voice and data presentation to service or sales representatives interacting with callers

Fluency is offered in three configuration options for flexibility in features and pricing:
  • Director: auto attendant, automatic call distribution, and voice mail queuing and messaging
  • Communicator: auto attendant, interactive voice response, and voice mail queuing and messaging
  • Orchestrator - all of the capabilities of the Fluency Director and the Fluency Communicator and the additional capabilities of call recording and Preview/Progressive and Predictive dialing