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Improve your first contact resolution rates (FCR) with automatic skills-based transfers to the agents ideally suited to handle an interaction.
Reduce your average handle time (AHT) with effective automation-based qualification and self-service options that streamline customer journeys.
Give agents more time to concentrate on high-value interactions by automating basic tasks.
Don’t make customers repeat themselves. Deploy a self-service system that passes relevant information on to live agents.
Automate your interactions with customers on any voice or digital channel.
Discover how 30+ years of experience in managing vocal journeys through interactive voice recognition (IVR), augmented with natural language processing (NLP), can streamline your automation-based qualification process.
Our 15+ years of natural language understanding (NLU) experience drives AI innovations that facilitate natural conversations with your customers.
Industry: Transport and Mobility
Industry: Public Sector
Industry: Financial Services and Insurance
Markets: Asia Europe South America
With banks reducing their number of brick-and-mortar locations, how can they continue to deliver rewarding, personalized customer experience?
How can a healthcare provider deliver consistent, end-to-end customer experience across channels through a single platform?
We believe automation is a way to streamline qualification processes and maximize efficiency for fast, convenient and effective service. But automation must also enable trained professionals to focus on customer experience that needs the human touch.
There are hard and soft costs associated with contact center turnover, the rates of which have been rising in recent years. Focusing on agent-centric issues, such as empathy fatigue, could help you stem the tide of agent attrition. Read on to find out how to ease burnout, turnover and further costs.
Contact center agents want to learn the craft of customer service, gain new skills and develop professionally. If they aren’t improving, then they’re moving. Upgrading your contact center’s technology will give agents the chance to upgrade their portfolio of skills while also minimizing stress and maximizing engagement from customers and agents alike.
2021 has ushered in the age of voice, meaning a brand’s vocal identity is nearly as important as its logo. As voice assistants are increasingly becoming part of our daily lives, brands must grasp and meet the latest challenges of vocal branding. To ensure customers easily recognize them without the help of a logo or graphic interface, brands first need to ask themselves the right questions.