Interactive Voice Response (IVR) technology can help significantly improve customer support.
Interactive Voice provides automated response service capabilities by enabling customers to use the keys on a touch-tone phone to access information, such as bank account balances, flight arrival and departure times, and package delivery status.
This capability is provided by using a pre-recorded human voice stored on a computer hard drive, or by using text-to-speech technologies. These pre-recorded options are accessed via customizable touch-tone dialing (DTMF) phone menus.
Some systems offer a self-service option that includes an unlimited number of phone menu options such as playing a message, routing an interaction to a queue, sending a fax, opening a sub-menu, and other features.
Advanced features include data connectivity to multiple ODBC data sources, wireless access, automated speech recognition (ASR), in-depth reporting, Voice Recognition XML and SALT support, and support of multi-channel communications, such as input by Web or fax.
Systems can vary in scalability, from several ports for a single location, to thousands of ports suitable for multiple centers or even carrier networks.
Industry analysts report that interactive applications can significantly reduce the cost of supporting customer interactions if advanced speech software is used to more flexibly support complex interactions, such as helping callers complete applications, scheduling service requests, providing technical support, and handling financial transactions. Some studies show that a company migrating from touch-tone to ASR experiences up to a 15 to 20 percent gain in un-assisted call completions. Below is a list of vendors who can implement an integrated self-service system for your business.
For more information, click on the Vendors listed below.
AVOKE Caller Experience Analytics from BBN Technologies is the first and only solution that profiles complete end-to-end telephone interactions from the caller’s perspective. Without installing any new hardware or software, the AVOKE Call Browser system captures the caller's entire experience from dialing to hang-up - including all announcements, prompts, IVRs, queues and agents - across all sites, continents and outsource partners. Companies use the AVOKE Call Browser system to deliver real-time caller experience dashboards, and to supply process improvement teams with complete and objective customer data. BBN also provides professional services to quickly analyze a large volume of calls and deliver specific and quantified improvement roadmaps.
Genesys is a leading provider of customer engagement and contact center solutions. With more than 3,000 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center and back office, helping companies deliver fast and optimal levels of customer service with a highly personalized cross-channel customer experience. Genesys also prioritizes the flow of work to back office personnel resulting from any customer interaction, internal workflow or business application, optimizing the performance and satisfaction of customer-facing employees across the enterprise. For more information: visit us on the Web: http://www.genesys.com/
The inContact platform includes ACD software with skills-based routing, IVR with speech recognition, CTI capabilities, reporting, work force optimization, eLearning, agent hiring and customer feedback measurement tools. Taken together, the inContact service center platform creates an integrated, all-in-one software solution for operations seeking to support call centers, including those with a distributed workforce – either at-home or multi-site. Please see inContact’s cloud contact center solutions.
InMoment™ is a cloud-based customer experience (CX) optimization platform that allows companies to listen to and engage with their customers to improve business results through better experiences. The company is the leading VoC vendor for the contact center industry, offering comprehensive voice solutions (including speech to text, live agent analysis, verbatims, inbound and outbound IVR, service-to-survey routing, and a proprietary telephony architecture) as part of the Experience Hub™, a platform that provides Voice of Customer (VoC), Social Advocacy and Reviews, and Employee Engagement technology. InMoment also provides strategic guidance and tactical instruction, support, and services, to 350 brands across 25 industries in 128 countries.
Interactive Intelligence offers unified business communications for contact center automation, unified communications, and business process automation, with our open standards, all-in-one software suite. Over 5,000 organizations worldwide currently benefit from our on-premise or cloud-based solutions, both of which include value-added services for software, hardware, implementation, consulting, support and education.
USAN IVR technology provides the self-service features customers need to achieve a great experience. From basic press-or-say to directed dialog and complete natural-language, USAN IVR apps give significant control to customer callers. USAN IVR also offers complete call flow and menu building tools to design an easy and intuitive caller experience. Finally, USAN IVR integrates with all major CTI and ACD systems. Learn more about USAN IVR, read articles about IVR technology, or download IVR system resources.
Verint® Enterprise Intelligence Solutions™ is a leader in enterprise
workforce optimization software and services. Its solutions are designed
to assist organizations of all sizes in capturing customer
intelligence, uncovering business trends, discovering the root causes of
employee and customer behavior, and optimizing customer experiences.
From contact centers to remote office, branch and back-office
operations, its award-winning, next-generation Impact 360® Workforce
Optimization™ suite is the industry’s most unified solution
set—featuring quality monitoring and recording, workforce management,
interaction analytics (speech analytics, data analytics, text analytics
and customer feedback surveys), desktop and process analytics,
performance management, eLearning and coaching. Impact 360 helps improve
the entire service delivery network, powering the right decisions to
ensure service excellence and transform organizations into