Speech Enabled IVR Software Solution for Customer-Centric Companies
It's time to take a serious look at interactive voice response (IVR). We got it right. With our software– and standards–based IVR solution, you extend an effective self-service channel to your customers.
With increased service availability, they conduct business with you on their terms with confidence in the accuracy, relevancy and quality of your information. Trust in convenience builds. And as your IVR adoption rates rise, you continue to reduce costs. Your agents are free to focus on higher-value interactions and more complex customer issues.
As part of our Customer Interaction Center™ (CIC), or as a standalone offering, our speech-enabled IVR software solution delivers numerous benefits, including:
- Reduces labor and network costs by automating numerous requests
- A single platform for converged voice and data traffic
- A unified desktop application for managing communications and interactions
- Capabilities for enabling remote/mobile employees and empowering them to perform
- The ability to scale from 100 users to more than 15,000 users
Overview
Our intelligent IVR solution
Our Customer Interaction Center™ (CIC) solution includes an intelligent IVR system for delivering high-quality and personalized self-service. Offering far more than a basic menu of choices, our system gathers customer information via touch tone and speech recognition, and leverages these inputs to retrieve and deliver personalized responses from a variety of systems across the enterprise. You realize significant savings.
By offloading repetitive, lower-value calls to our IVR system, your agents and business users are free to focus on complex issues and higher–value activities. And by delivering personalized self-service that gets the job done, your customers quickly come to trust this channel. Satisfaction and adoption rates steadily rise. ROI is swift and the capabilities are extensive.
You can deploy our IVR software solution for numerous internal and external applications such as:
- Account management and payment
- Order status and fulfillment
- Company hours and directions
- Appointment scheduling
- Nutritional information
- Recall–related information
- Employee benefits information
- Password resets
In addition to gaining complete inbound IVR capabilities, businesses leverage our capabilities to create and manage outbound messages such as appointment reminders, fundraising campaigns, and employee announcements.
Our IVR software solutions are designed to be deployed quickly and managed easily. You do not lose weeks or months to building applications using traditional programming methods and expensive outsourced services. Our solutions are highly scalable to meet your peak demands—supporting anywhere from 48 ports to thousands of ports.
Capabilities
Highlights of our interactive voice response (IVR) capabilities include:
Customer Interaction Center's auto attendant automatically answers a call, prompts your customer to make menu choices, and routes the call based on the inputs. Its capabilities include:
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Using the solution's flexible Interaction Attendant feature, you easily control auto attendant and interaction routing. Business users can perform most configuration tasks with little or no training. And profiles are highly configurable.
The CIC system easily handles routine, repetitive calls such as hours of operation, your company address, store locations, ticket prices, and more—via informational announcements. Using any of its 999 announcement tracks, CIC can play announcements of up to 15 minutes in length, at the caller's request or while the caller is in–queue. This saves network time and agent labor costs.
CIC supports the following call routing processes, together or separately:
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Beyond retrieving customer information to route or address a call, the system leverages information about staff members available to assist customers. For example, if a specific technical skill is needed to resolve an issue, the system can look up HR records for skills, perform an availability query from the contact center, and combine these two pieces of information to route the call to an available agent with the right skill sets. This results in significant savings and gains in first contact resolution.
CIC efficiently relays user–entered data—gathered by the IVR information—to a live agent via screen pop. This can shave off upwards of 15 seconds per call, saving thousands in labor and network costs annually. It typically increases self-service usage by 5 percent.
CIC presents your agents with a context-sensitive script based on the call attached data and information stored in your CRM database. As a result, new up-sell and add-on sales opportunities can be created, with improvements of 25 percent to 50 percent.
If your callers are on hold, CIC offers them the option of leaving a message for a later call-back. This improves queue time, reduces network expenses, and balances call flows throughout the day to recover a percentage of calls that would otherwise abandon.
Our sophisticated, speech-enabled IVR applications support services such as whole word recognition, alphanumeric, multilingual call menus and text-to-speech translation. You control the design to effectively capture the personality of your best contact center agent, create voice-based company directories, or implement auto attendant processes to replace outmoded voice response systems made only for touch tone phones.
Our IVR solutions use an open standards interface designed to accommodate speech engines from the communications industry's most respected speech recognition vendors.
CIC makes the automatic sending and receiving of faxes easy, including basic fax-back applications. Its auto attendant facilitates incoming time of day routing for incoming faxes. Automatic Fax Detection enables you to use the same number for both voice and incoming fax numbers.
Six reports are available to show the activity of auto attendant and IVR processes:
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Benefits
Our interactive voice response (IVR) solutions bring numerous benefits, including:
- Reduced labor costs by automating basic requests
- Increased self-service usage through personalized experiences
- Improves handling time by capturing user-entered data, leveraging it to route customers to the right resource, and communicating important information via screen pop to the agent
- Reduces costly transfers by intelligently routing calls to the right department, team, queue or agent and determining priority
- Increases revenue and retention through recovery of lost calls and sales
- Lowers total cost of ownership through flexible and customizable application-driven architecture, open standards interface and unified administration
- Delivers rapid return on investment with the ability to reduce labor and network costs, cut handling time, increase the success of up-sell and cross-selling efforts, and build and manage results-oriented outbound campaigns
Next steps:
Download a brief overview of our Customer Interaction Center solution
Download our solutions guide: Increase Contact Center Efficiency
Download the Pelorus Group white paper: Unifying Communications and CRM: The Integration that Keeps on Giving
Download the Aberdeen Group benchmark report: The Contact Center as a Profit Center: Optimizing a Self-Service Contact Center with Speech, VoIP, Data Integration and Performance Analytics
Download our Customer Interaction Center brochure for a deeper dive into CIC's capabilities and impact
