Self-Service and Advanced Speech Recognition
By automating simple transactions via IVR and web self service, you can streamline the handling of customer interactions coming into call centers and distributed branch or store locations, and eliminate carrier network prompting costs. This also gives you competitive advantages by improving the overall customer experience while minimizing operating costs.
Leveraging eLoyalty's thought leadership in the field of speech recognition, applications are designed from the customer's point of view. This allows your system to meet the anticipated needs of the caller. It also enables advanced self-service functionality.
We can migrate your aging IVR self-service applications to newer, award-winning VXML platforms, allowing more flexibility to serve changing business needs. And, we can improve the level of automation for your existing self-service applications through advanced techniques such as natural language call steering, speaker identification and "smart prompting".
The wealth of rich data gathered via a well-designed self-service application also facilitates intelligent routing. Using information provided by the caller routing solutions can be enabled to identify which agents are best qualified to handle particular types of calls most effectively. As a result, your customers are quicker to adopt and accept self-service procedures.
The entire process is driven by our shared commitment to generating tangible business benefits and continuous improvement.
