Presented By:Steve Pollock, Co-founder of TuVox; Cindy Wild, Product Manager, IVR and Speech, Telecom New Zealand
On Demand Available April 2nd
Conversational call routing can help you handle more types ofcalls and route yourcustomers to the right agent the first time
You customers are calling for a host of products and for a multitude of reasons. After adding more and more items to your touch-tone system, you’re starting to get the feeling that your touch-tone menu system just isn’t cutting it anymore.
Find out how one major telecommunications company handled this problem by implementing a conversational call routing speech system.
In this streaming webcast, you’ll learn how Telecom New Zealand (TNZ) was able to simultaneously improve customer satisfaction, improve CSR efficiency and increase customer self-service. The results were stunning:
**The number of callers that “zero out” dropped to almost nothing
**Customer satisfaction with speech is three times greater than with the old touch-tone IVR
**Huge jump in CSR efficiency due to reduced re-work and misroutes
Steve Pollock, Co-founder of TuVox, will describe the issues facing companies that handle calls for many different and complex products and services. Special Guest, Cindy Wild, Product Manager, IVR and Speech, Telecom New Zealand,
will talk about how conversational speech was the right answer to their problems.
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