Virtual assistants, smart homes, and digital platforms make self-service easy for consumers. Customers expect to simply talk to navigate their experience. This makes the outdated, complicated touch-tone and directed dialog IVR systems of yesterday a source of frustration. Callers view older IVRs as a barrier to getting information easily and fast from an agent.
Conversational IVR models natural conversations between a caller and an agent to provide a simple, effortless experience. However, it’s not just about the technology – it’s also about the design. Modern speech IVR designs leverage customer data to predict caller intent, provide relevant information, and deliver personalized experiences.
The broad adoption of personal assistants such as Alexa, Siri and Google prove consumers are comfortable using speech, provided it is fast, accurate and convenient. teleVoice’s consultative approach to IVR engagements maximizes the use of your customer data, applying best practices with our technical expertise. This enables us to help organizations provide better experiences, improve customer satisfaction, and increase agent productivity.
Options include Hosted Public, Hosted Private, or Hybrid Cloud.
If you prefer On-Premise, no worries, that’s an option as well.
Offer easier navigation, predict caller intent, gather information and determine if self-service or agent is most appropriate to handle interaction.
Improve First Contact Resolution, automate routine interactions, and reduce handle time with enhanced agent desktop information.
Provide simplified and consistent authentication for self-service and agent interactions.