"How Can I Help You?" Agent-Assisted IVR that Understands, Every Word, Every Time!
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
“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 |
A Key Milestone for Call Center Industry
Guided Self-Service Solution™ is a revolutionary way for companies to create operational efficiencies within their call centers. In a new, yet remarkable straight-forward manner, the knowledge and expertise of human agents has been integrated with speech technology, ensuring a positive caller experience every time, while enhancing agent productivity.
Every other industry has had to provide a similar kind of human and technology integration to create the type of self-service we now have access to like self check-outs at Home Depot or Fred Meyer.
It’s now time for call centers to provide the same level of service through the use of Guided Speech IVR ®, a powerful emerging model that allows call centers to
- Break away from the limitations of traditional IVRs by using open-ended questions, combined with silent, live-agent guides
- Achieve lower “opt-out” rates and higher call completion rates in the IVR
- Increase agent job satisfaction while achieving dramatic productivity gains
“The Spoken approach opens up the business category of search, residential and concierge services for the directory assistance market – it is a real value-add. Our customers have very large systems and by having the guides in place rather than incremental equipment, it helps facilitates the automation for these types of services.”
- Xavier Riley, Director Marketing Strategy, Volt Delta Resources |
The Emerging Model: “How Can I Help You?”
A new era is budding in the call center that enables us to address the issues facing our industry. By eliminating the barriers that have, until now, kept IVR technology and live agents separated from each other, Guided Speech IVR ® closes the gap and offers companies the ability to achieve customer satisfaction and operational efficiencies by
- Minimizing the backlash to IVR automation that callers have experienced
- Changing the opt-out paradigm to opt-in by queuing up your agents’ best behaviors in the first few seconds of the call
- Enabling agents to assist multiple clients – silently and simultaneously
Spoken Communications ® - The Best of Both Worlds
Spoken is a Seattle-based company that has taken IVR technology to the next level by combining the best speech technology with the use of live agents, to provide a proven, “guided” self-service technology.
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.
This new approach 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.
“Once people get over the initial shock of the concept of adding guided speech to the automation solution, they understand the operational efficiencies that can be gained from this type of solution–it’s a good product with a true a hybrid approach: half man, half machine.”
- Xavier Riley, Director Marketing Strategy, Volt Delta Resources |
Align your Call Center Vision with Action
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
“If you are considering deploying speech applications of any type, you should really consider the Spoken method of doing business. Regardless of the vertical markets you serve, Spoken gives you the opportunity to increase your operational efficiencies as well as get into new business areas with the open dialogue approach to speech.”
- Xavier Riley, Director Marketing Strategy, Volt Delta Resources |
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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