Customer Self-Service

The challenge today is to develop solutions that integrate to the latest technology and are developed with smart design in order to optimize the Total Caller Experience. Highly personal service at lower costs is realized by infusing traditional equipment with new technology such as speech recognition, rules engines, IP-based networks, and even home-based agents. A comprehensive approach will delight callers, call center managers and line-of-business managers, as well as C-level executives. Offering self and assisted service provides benefits from streamlining the entire call flow, to maximizing the opportunity for automation across all communication channels, to increased utilization of agents and reduced call time for the customer through increased resolution rates.

Industry Challenges

  • Financial institutions, documentation accompanying revised guidelines issued by the Federal Financial Institutions Examination Council (FFIEC) suggests that the portions related to multi-factor authentication apply to all electronic transactions, including telephone transactions.
  • Enterprises looking to differentiate themselves from competition
  • Identifying new ways to measure customer satisfaction through call completion rates, increased requirement to know more about the customer to provide full service.
  • Convergence of voice and web services offering a consistent and cohesive customer experience across all communication channels.
  • Drive to improve operational efficiency, optimization, agent productivity and morale, in addition to the balance between cost and quality services.

Customer Opportunities

  • Deploy innovative technology to develop and deploy a complete customer service experience anywhere and anytime.
  • Empowering users, reinforcing your brand, reducing call time, alleviating caller frustration, and eliminating errors are all factors of good design.
  • Preserve your customer base by enabling customers to get a personalized experience each time they call your business. Personalization will drive loyalty to your brand and your services.
  • Automation of applications within the call center will guarantee cost savings in agent time, caller retention, and increased volume of supported service requests.

Intervoice Advantage
Intervoice provides applications to resolve the business challenges faced by many industries. As we all search for the technology and applications that allow us to balance cost savings with improved customer services, creating a high value experience is key. Our industry proven solutions are based on our products and services, as well as those of our worldwide partners. Let us show you how robust, flexible speech solutions from Intervoice can help you achieve higher rates of automation, better customer service, and cost savings. Our rich library of proven, pre-built components help accelerate development time, whether you plan to develop your own Intervoice solution, work with Intervoice Global Consulting Services team, or collaborate with one of our authorized service partners.