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.
Aspect builds customer-company relationships through a combination of customer contact software and workforce optimization for the enterprise.
Avaya is the global leader in contact center and enterprise customer communication solutions. The company provides unified communications, contact centers, and related services directly and through its channel partners to leading businesses and organizations around the world. Enterprises of all sizes depend on Avaya for state-of-the-art communications that improve efficiency, collaboration, service and competitiveness.
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.
Cisco is the worldwide leader in networking for the Internet and a leading provider of communication and collaboration solutions, including solutions for the contact center. Cisco customer solutions combine powerful contact center multi-channel routing and queuing with voice self-service to create unique, content rich experiences. Cisco is also delivering the next wave of customer care that enables enterprises to integrate traditional contact center tools and processes with Web 2.0, emerging social medias, and video in order to deliver compelling customer experiences and proactively manage a company’s brand and reputation.
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.
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.
Jacada solutions improve an organization’s customer experiences and reduce their operational costs. Jacada enables them to deliver advanced customer and agent interactions by implementing cutting edge mobile customer service and visual IVR solutions, simplified agent desktops, and process optimization products. Customers can benefit from an improved customer service experience at every touch point with the organization, whether at the call center, on the mobile, or at the retail store. Jacada projects often deploy in less than six months, and customers often realize a complete return on investment within 12 months of deployment. Founded in 1990, Jacada operates globally with offices in Atlanta, USA; London, England; Munich, Germany; and Herzliya, Israel. More information is available at Jacada.com.
Nuance provides tailored customer service solutions that support intuitive and pleasing interactions between companies and their customers. Our full suite of customer care solutions – including speech-enabled IVR, full-service hosting, proactive outbound notifications, routing and CTI services, desktop optimization and business consulting – enable organizations with complex and evolving customer care operations to earn happy, loyal customers.
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
VoltDelta OnDemand is a global provider of virtual contact center and voice recognition solutions. Organizations around the world partner with VoltDelta to deploy contact centers and remote agents, enable self service with patent-pending speech technology, and communicate with multi-channel support. Over 2.4 billion calls and 2 billion SMS text messages per year are processed within VoltDelta’s on demand infrastructure.