With our in-house ServiceLine solution you operate hotlines whose agents can be connected worldwide – in the office, in the home office or on another continent. In addition to the familiar hotline functionality, the ServiceLine offers a range of features you will look for in vain elsewhere:
AI live translation
Agent and customer do not have to speak the same language: the ServiceLine translates conversations live – automatically adapting to the stored settings or the detected language of agent and customer. This way your best agents serve customers in languages they do not even speak themselves.
Announcements from text – studio quality
New greetings and announcements are created from plain text by neural speech synthesis – in minutes instead of days, no recording studio, automatically translated into your callers' languages on request.
Quality assurance through random calls
Automated test calls at deliberately unpredictable times check your agents during live operation – every agent collects a score from 0 to 5 stars including history. You always see objectively how well your hotline really performs.
Presence monitoring of the hotlines
The ServiceLine continuously monitors whether agents are actually present and logged in on every hotline – availability gaps are spotted before your customers notice them.
Tiered escalation
If monitoring or agent scoring detects irregularities, they are not left unattended: your hotline managers are notified automatically and in tiered escalation – by e-mail, SMS, messenger or phone call.
Self-service at a click
Escalation chains, announcement texts and test calls are maintained by your hotline managers themselves – per escalation level, with text templates and a copy function between hotlines, strictly separated per client. No change request, no waiting.
Real-time transcription
On request, every call is transcribed (speech-to-text) – displayed live on the agent's screen during the conversation. This simplifies follow-up work and ensures nothing gets lost.
Logging & archiving
Calls are logged and archived on request – as a recording, a transcription or both. This keeps evidence and analyses available at any time, hosted in our own Swiss data centers.
Metrics & logbooks
Service level, waiting times and availability are logged to the second and audit-proof; every automated call is recorded in the logbook with recipient, announcement and result. Evidence instead of gut feeling – available at any time.
SMS & messengers
Your hotline can do more than telephony: SMS, WhatsApp, Telegram, Viber, Signal and other messengers are connected directly – your customers reach out via their preferred channel, and your agents answer everything in a single interface.
Mail/Ticket2Call
Your ticketing or mail system is connected directly to the ServiceLine: incoming tickets and e-mails automatically generate calls to the appropriate agents – with the content, of course, in the agent's language. A written inquiry becomes a personal callback without any detours.
More than 140 languages
Announcements and translations are available in more than 140 languages and variants, the user interface in more than 35 languages – your agents work in their language, your customers are served in theirs. No brochure promise: experience it live at any time.
Your wishes, implemented
The ServiceLine is developed in-house – we implement customer-specific requirements directly instead of waiting for a third-party vendor's roadmap.
Inquire about ServiceLine
