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.
