Phone system and contact center, by Spell
Kolani. Every call answered. Every product, one team.
Each product gets its own phone number. Spella answers with that product’s facts and brings in the right person when a caller needs help. One team can see the call, its transcript and the caller’s history in the browser.
- Spella built in
- A line per product
- Encrypted calls and storage
- Spell's own engine
Dedicated product site
spellkolani.com
The full tour of Kolani: how a call flows, what Spella does on the line, the team's screens and how the system looks after itself.
The problem
Business phones are rented, one seat at a time.
Most phone systems are a vendor's product, licensed person by person and run from a portal someone else controls. The voice assistant arrives as one more product, wired in from the outside. And every new product line means new accounts, new numbers and new menus.
Kolani answers all three: an engine Spell owns, Spella built in, and a line per product.
Kolani in one picture
From the first ring to the right team.
The caller dials the product's own number
Each product has its own line. Vendra, our online store, is the first, on (832) 658-2653.
The menu, or Spella
Callers press a key for orders, returns or anything else, or talk to Spella, who answers or hands off.
The right team picks up
Calls land in queues such as Orders, Returns and Exchanges, and Customer Care.
On the team's screens, live
Every call is recorded, transcribed as it happens and summarized when it ends.
Spella on the line
Spella answers.
She greets callers in a natural voice and answers from the product's own facts and website pages: shipping, returns, privacy. The moment a person is needed, she hands off.
Replies in two to three seconds
Measured from the moment the caller stops talking.
Interrupt her any time
Callers can cut in at any point, the way they would with a person.
Answers from your own pages
Product facts and the website's shipping, returns and privacy pages, not guesses.
Hands off without friction
Ask for a person and she connects the caller to the right queue straight away.
Spella and the store
Spella gets things done, safely.
With the store connected, she handles the requests that usually fill a support queue.
Order status
Where an order is and when it arrives.
Points and store card balances
Read out on request.
Receipt copies
Resent to the customer.
Cart and return links
Sent by text message.
Support tickets
Opened with the details of the call.
Order cancellations
Only after the caller passes two checks and says yes.
Callers prove who they are, in layers
Checks before anything changes.
The carrier-verified calling number.
The last four digits of the card.
The billing ZIP code.
A cancellation needs two checks and a spoken yes.
Spella never takes payments and never reads out card numbers.
One team, many products
A line per product.
One organization, one team, one set of screens. Every product gets its own phone number, menu, Spella and call outcomes, and the team sees each call labeled by the line it came in on.
Vendra is live today. Adding the next product is a number, a menu and its facts.
The team's screens
The whole floor, live, and the caller's story before you answer.
The supervisor wall shows callers waiting with live timers, each queue and who is in it, today's answer rate, and every agent and their state. The agent desk shows who is calling, from which queue and how long they waited, a live transcript with both sides labeled, the caller's history and last outcome, and notes that keep who wrote them and when.
Call history
Every call, on the record.
Line, queue, agent, wait, talk time and outcome for every call. Open one and the recording, summary and transcript are kept with it. Light and dark themes.
Forwarding
Never miss a call.
Forward a line to a cell phone with a switch, or by hours.
A call comes in on the product's line
The cell phone rings
Spella announces it
The person answering hears that it is a forwarded call for that line and presses 1 to take it, so a voicemail can't swallow the call.
No answer? The caller goes back to the menu
Operations
It runs itself.
Health checks find what failed, repairs come only from a written list of allowed actions, and a follow-up check confirms the fix held and records it.
23 seconds
for the engine to come back after it was killed in testing.
Every 5 minutes
a health check of the whole system.
Automatic
configuration checked before it goes live, and rolled back if it fails.
Owned, not rented
Spell owns the whole stack.
Spell's own engine, on AWS, not a vendor's portal.
Carrier minutes, speech and Spella are paid for as they are used.
Spella built in, not bolted on.
A new line is a number, a menu and its facts.
Calls and storage encrypted.
Questions
Kolani questions.
Is Kolani live?
Yes. Spell answers its own calls on Kolani today, starting with the line for Vendra, our online store.
Can callers always reach a person?
Yes. Spella hands off the moment a person is needed, and callers can press a key for a team from the menu at any time.
Does Spella take payments?
No. She never takes payments and never reads out card numbers. Changes such as a cancellation need two identity checks and a spoken yes.
What does adding a product take?
A phone number, a menu and the product's facts. The same team answers it from the same screens.
Where does Kolani run?
On Spell's own engine on AWS, with calls and storage encrypted, health checks every five minutes and automatic repair.
Every call answered. Every product, one team.
Talk to us about Kolani, or take the full tour at spellkolani.com.