Purpose and features
DTMF forms are used to facilitate the gathering of information from the end-user during a live call without the need to transfer them to an IVR flow. Collecting information during a call via Dual-Tone Multi-Frequency (DTMF) input in a contact center software involves allowing end-users to enter numerical or date data.
The conversation between the agent and the end-user carries on so the agent can guide the end-user to input their data.
The agent leads the process on the agent screen.
The DTMF Forms are created in a drag&drop form builder.
The end-user's sensitive data can be masked.
The agent does not hear the DTMF tones pressed by the end-user.
DTMF Tones are not in the call recordings.
No sensitive data is kept during or after the transaction.
The transactions are PCI-compliant.
Benefits
DTMF forms offer a versatile, efficient, and secure way to collect end-user data during the call.
The real-time guidance from the agent helps the end-user to understand the process better, reduces the retries, decreases frustration, and enables faster operation. Eventually, customer satisfaction increases along with the conversion rates.
The top-notch security and PCI compliance offer operations to better market themselves. This helps the revenue grow faster.
The agents can have the end-users finish the processes faster, giving them more time to make calls.
Instructions
To use the DTMF Form, the admin must set up a form that enables the related business case to take place.
Go to System Administrator > Call > DTMF Form
Click on the New button.
Create the form that will appear on the agent screen.
Customer input is for gathering data from the end-user via DTMF input.
Options are number and date.
Toggle the required attribute on if the data to be received is necessary.
Enter the Input Title to make the input more sensible on the form.
Enter the Variable Name to make conveying the information to the endpoint at the submission possible. Enter the name as it is.
The customer data can be validated according to the setup in the form. The options are credit card or custom digit number limiting.
Always select masking for securing sensitive data.
Agent input allows the agent to enter data on the form. The options are text and date.
The text input is for entering informative details on the form for the agent to read.
It is possible to bring dynamic information to the form using call variables. The variables from other systems, standard call variables, or variables entered in the attendant menu can be shown to the agent by entering $[variablename] in the text.
The submit button allows the agent to convey the data on the form to the endpoint provided. You can define a webhook that was already created in the system administrator’s webhooks menu.
It is possible to rearrange the order of the elements on the forms thanks to the drag-and-drop ability of the form builder.
Once the form is created, it is visible on the DTMF Form table.
The form can be set for a queue by selecting it on the DTMF form dropdown field in the queue settings. Each queue can have one DTMF form.
The Agent Screen
The form appears on the agent screen as shown below. An endpoint on our side must be triggered for the form to appear.
The agent can activate the customer fields to allow the end-user to enter data via the DTMF keyboard on their phone by clicking on the play button next to the field.
The agent can use the reload button to receive the input from the end-user again if their input is not validated or the transaction fails.
The agent can use the done (tick) button to finalize the input in the field.
The call carries on without any interruption during the entry of the data via the DTMF keyboard. The agent can keep on instructing the end-user about the process.
Once the form is filled, it is submitted. If the response from the service is correct, the agent is notified on the screen.
If not, the failure message is shown. The agent must guide the end-user to enter the necessary information again.
The agent does not hear the DTMF tones on the call or see the digits entered.
DTMF tones are not recorded in the call.
The process is PCI-compliant.
We wish your operation benefits from this new release and look forward to hearing your feedback!