Guided Speech Interactive Voice Response (IVR)
Self-Service
Llance Kezner, VP at Spoken Communications ®
Dr. Jon Anton, Adjunct Professor, Purdue University, Center for Customer Driven Quality
Click here to request the entire webinar
Traditional IVRs
Self-service is something we have all come to expect in this day and age. We use the electronic ticketing systems at the airports and self-service checkouts or u-scans, at many grocery stores and large retailers such as Home Depot. Since these systems are monitored by humans, if we get into trouble, they can assist us with the process, making our experience a more pleasant one.
Yet all of us have experienced the frustration and ineffectiveness of traditional IVR systems – systems that don’t recognized what we say, repeating our words or misunderstanding us, or simply directing us into an operator assisted queue when all we wanted to do was retrieve our balance.
Studies have shown that most IVR systems can only handle 10% of all calls, leaving 90% to be handled by live agents. This is a costly endeavor and one that until recently was the norm.
Introducing Spoken Communications ®
Spoken is a Seattle-based company that has combined the best speech technology with the use of live agents, to provide a proven, “guided” self-service technology. This technology allows 1 call center agent to handle 4 live calls at once.
“With Spoken, we are seeing a 60% success rate in getting callers all the way through (15% is considered normal). And the guides are helping to reduce our up front call time by 30-40 seconds.”
- Tom Scott, CIO/Executive Vice President of Operations at Lillian Vernon Corporation |
Your best asset is your human agent. With Spoken, you can model your best agent and use that talent at the right time, when needed versus all the time. Your agents are trained, in one day, to serve as guides to callers. The technology enables them to monitor up to 4 callers at a time (depending on work flow complexity) and ‘guide’ them through the process.
“Before Spoken, if a caller got ‘stuck’, the only option was to send them to a live agent. Now we are able to help them through the process, behind the scenes, getting them ‘unstuck’ faster and increasing their satisfaction in the process.”
- Tom Scott, CIO/Executive Vice President of Operations at Lillian Vernon Corporation |
A Live Safety Net for Callers
Spoken has taken IVR self-service to the next level – providing a live safety net to callers so they can successfully accomplish what they set out to do. This new technology enables callers to use natural language to navigate through the call center. Behind the scenes, agents monitor their progress, guiding them as needed by listening to their requests. The technology alerts the agent when a caller needs assistance by changing the caller’s tab on the agent’s console to red. This provides the ability to monitor additional callers simultaneously and spend time where they are needed.
The technology also captures the callers’ dialogue, aiding the agents in guidance as well as the company in future process improvements such as basing work flow off of the simple issues used most frequently by customers.
Align your Call Center Vision with Action
Per Jupiter Research, there are 30 billion live answered calls per year – a number that continues to grow. Self-service technologies are ready for prime time and the potential cost savings are substantial. Using guided, speech self-service ensure success and higher ROI.
“I think the Guided Speech IVR ® is far more effective and efficient. With traditional IVRs you can get people partway through, but the guides help us get them all the way through.”
- Tom Scott, CIO/Executive Vice President of Operations at Lillian Vernon Corporation |
Spoken’s seamless, Guided Speech IVR ® technology is cost effective, quick to implement – a proof of concept can be up in about 14 weeks – offers a higher caller satisfaction rate and improves agent productivity by 360%.
- The software is installed at your data center
- Agents are trained within a day to become guides
- The technology leverage existing call center investments easily integrating with IVRs and infrastructures, including CRM systems and knowledge bases, already in use
- Costs are minimal as you only pay for what you use
So align your call center vision with action today.
- Think big – what can Guided Speech IVR ® do for your company
- Act small – try it out on one queue
- Scale quickly – implement throughout the company
Click here to request the entire webinar or call us today at
425-679-0696 to schedule a personalized demo.
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