Intervoice Contact Portal
Are you looking to add web chat to your offering? How about Outbound Notification via SMS, emails or voice alerts? Customers are increasingly demanding more ways to interact, transact and communicate with companies they do business with. They want more out of each interaction – expecting quality and consistency, regardless of the mode or medium they choose to use for assistance.
The Intervoice Contact Portal solution rises to the challenge by combining our best-in-class self-service, multi-channel outbound notification, and IP contact center solutions to deliver a seamless and consistent customer experience – anytime and anywhere.
"The Intervoice Contact Portal is designed to provide enterprises with a strong self-service application front-end and an assisted (live agent) back-end with additional help (to reduce incoming contacts) from pro-active customer notification. These capabilities are not unique to Intervoice solutions, but the appreciation of enterprises' cost focus and its commitments to address them as its top priority certainly are." – Joe Outlaw, Outlaw Research
Within the contact center, the traditional challenge for managers has been the need to enhance the customer experience while continuing to decrease operational costs. Individual solutions, such as IVRs, e-mail management systems, and ACDs were cobbled together to address different customer service models. Expensive and cumbersome CTI solutions provided the only means to access customer data residing in the corporate data environment. Yet, this model has proven to be costly, inefficient, and difficult to manage.
Intervoice offers a better choice – more cost effective, more seamless and more value. As a global leader in voice self-service solutions, Intervoice has been helping companies lower contact center costs for the past 25 years. Now, Intervoice offers a new blueprint for the customer experience, not just for contact centers, but for "Contact Portals", which can serve end customers and employees in such areas as field force automation and HR/Benefits. Intervoice Contact Portal brings together self-service technologies, outbound notification and IP contact center solutions into one integrated offering with a clear focus on end user. The focus is on the entire experience from the time a request is initiated (via any channel) to the time the service request is completed or resolved. The foundation of the solution is integrated software only solution, based on open standards, and architected for IP or hybrid environments.
This new blueprint means customers can choose the medium they are most comfortable with – phone, web, email, SMS, or fax. They get consistent treatment because they are routed based on customer data rather than on the media channel they chose. And important customer data stays with them as they move across service models because screen pops and CTI-like capabilities are built-in. No more having to repeat your account number when transferring to a live agent!
The Intervoice Contact Portal benefits both the enterprise and customers:
Rapidly adapt the call center to the evolving needs of the business
- Divert calls into the contact center by offering proactive notifications for anytime access to customer information
- Move, expand, or open centers at low cost
- Respond to disasters, regulations, service levels, business opportunities with multi-channel notifications
- Dynamically reprioritize customers in queue
- Consolidated end to end performance reporting
Get more out of the customer experience and lower operating costs
- Increase automation rates with effective self-service customer interactions.
- Improve agent productivity – reduce call handle times
- Deflect more customers to self-service and/or personalized outbound notifications.
- Easily deploy and manage work-at-home agents
- Manage and report on multiple sites via a single suite of tools
Improve customer service and interaction efficiencies
- Offer a flexible and convenient way to complete service interactions, allowing customers the option of doing more on their own.
- Make routing decisions based on valuable information in your customer data systems
- Network agents across sites to improve first call resolution
- Automatically optimize routing based on call center conditions and customer attributes
- Provide agents with the information they need to more efficiently handle each customer contact.