GrayMatter Networks maximizes SIP trunk power with Virtual Agent AI and live remote agents
New York, NY – Today, telecom technology provider, GrayMatter Networks, and remote customer service company, Tyme Global (TG), announce their official partnership.
GrayMatter Networks’ VoIP solutions will now be enriched with Tyme Global’s virtual agent and smart IVR system, “Skye.” This partnership allows both companies to offer a unique solution to the hospitality, transportation, and healthcare industries, by providing a comprehensive communications and customer service package.
David Maayani, GrayMatter Networks’ CEO, said recently, “This partnership will allow us to offer the full package to our clients – affordable communications technology with virtual and live operators. Our long-time friendship with TG, and tight integration between our two platforms, will surely result in a successful partnership.”
Gray Matter Networks’ SIP trunks provide connectivity between on-site or cloud PBX phone systems and the public telephone network. This replaces legacy digital communication networks with a solution that is more affordable, easier to maintain, and offers more customization options. Skye from Tyme Global is a virtual agent smart IVR system that uses natural language machine learning to understand and respond to conversational language. It incorporates voice, text, and email automation on one user dashboard, which seamlessly escalates and flows to Tyme Global’s remote work-from-home agents. Calls, texts, and emails using Skye are answered immediately with no wait time.
Skye answers frequently asked questions and fulfills basic requests so that on-site staff or Tyme Global’s remote agents can focus on in-person and more complex interactions. For example, Skye can provide directions and hours, create a ticket for housekeeping to send towels to a room, or email a prescription refill request directly to a doctor’s inbox, all without having any human interaction.
TG also offers live remote agents trained in Forbes Five-Star Customer Service Standards. TG’s agents can be used in tandem with Skye, as well as for outgoing communications, such as appointment reminders and data services like email inbox management. Skye and Tyme Global’s live agents work seamlessly together on one user dashboard so that escalations can flow smoothly between Skye’s automation and human remote agents, on all communication channels, voice, text, and email.
Tyme Global CEO, Ryan Levin said, “With the partnership between GrayMatter and Tyme Global, we can offer a turnkey solution. It’s everything a hotel, hospital, or similar business would need, at a lower cost with a variety of options than just hiring more in-house staff. This coordinated effort means that all communication needs are taken care of all at once, seamlessly and efficiently.”