Spoken’s Guided Self-Service Solution is used by call centers that are in interaction intensive businesses. This includes retail sales of all types, financial services, insurance, travel, hospitality, healthcare and transportation & logistics.
Guided Self-Service Solution: A Powerful New Option for Call Centers
Call centers, now more than ever, need new approaches to achieve the kind of operational efficiencies demanded by the:
- Continuing growth in call volumes
- Relentless pressure on cost reduction and agent productivity
- Focus on increasing customer satisfaction
Closes the Gap: IVR Call-Tree Limitations vs. Expensive Live Agent Interaction
The options offered to call centers today are at either end of the customers care spectrum.
- At One End: IVR “Call-Tree” automation which has now been stretched beyond its limits for handling call routing “simply” and is under attack for frustrating customers.
- At the Other End: The live agent option works but the costs are high. Having your most expensive resource doing the simple tasks no longer makes economic sense.
- The Gap: Clearly a Best of Both worlds approach is needed to bridge the huge gap that exists between these two approaches. That’s what Spoken’s Guided Self-Service Solution does.
The Opportunity: Move From Opt-OUT to Opt -IN
By integrating the best of IVR automation in a single software solution that also ensures the best utilization of an agent time, call centers can realize substantial economic benefits.
- Agent productivity increases of 4X
- Caller experiences and new kind of IVR that works every time
- Self-service is guaranteed
"It’s an exciting time for contact centers because the barriers that have kept IVR speech technologies and live agents separated from each other have been eliminated. Guided Self-Service Solution ™ is ushering in the new era of integrated solutions, where agents are able to assist multiple callers – silently and simultaneously”
Dr. Jon Anton – Director, Benchmark Research |
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