SPEECH SOLUTIONS
Continued
growth in call volumes and competitive pressures in your market put you under
pressure to provide better, more widely available, more functional customer
service through all your channels. Introducing a speech interface allows you
to handle more complex calls through an automated, or semi-automated, system
and may extend the number, and types, of people you can talk to.
By
using natural language conversation or directed dialogue you can bridge the
gap between IVR, your web site and call centre agents, delivering more
functionality at a reduced cost, and 24x7 availability. In addition, speech
recognition offers many attractive advantages to your customers over other
means of remote interaction with businesses, organisations and office
systems. Whether customers are asking for account details, requesting travel
information or seeking to contact a colleague, it is naturally quicker and
easier for them to “say what they want”.
With
our extensive experience in IVR, web and contact centre infrastructure, we
work with you to create new and differentiating services. Our Speech
Solutions give you a new channel to market whilst leveraging existing
investment in call centres, web front-ends, IVR and back-end applications. We
believe that creating robust technology and applications is important, but if
your customers do not like and do not use the system, all the effort is
wasted. Effective Speech Solutions rely on a thorough understanding of what
users are trying to accomplish and how to create engaging dialogue that helps
them achieve their objectives.
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Successful Speech Solutions start with
creating satisfying customer experiences.
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Our
Speech Solutions do far more than simply automate call handling. They create
an easy to use environment that your customers can use to help themselves:
giving you total control over the quality of the service you deliver 24 hours
a day. By integrating speech into your channel strategy, we make sure you can
deliver a seamless service to your customers.
We
believe that it is vital to define the role that Speech Solutions will play
within your organisation. Choosing appropriate business processes right from
the start leads to more successful speech solutions. Complex processes such
as updating account details, or paying bills, need to be mapped correctly
through to completion. Our business analysis and integration skills address
your overall channel strategy to ensure complete consistency of service and
accurate call resolution.
