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IVR technology has long been a tool in the customer experience arsenal. But when customers have high expectations for service quality and speed, you need the new generation.
Our Conversational IVR uses AI-powered and NLP-driven speech recognition to interpret and predict customers’ intent to route them to the self-service platform of choice. This reduces costs by deflecting calls while freeing agent’s valuable time to focus on supporting vulnerable customers and more complex queries.
Rather than navigating recorded menu options or waiting for an agent, customers can speak to our AI-powered Chatbot immediately, providing human-like experience. They can therefore self-serve directly within the IVR, deflecting calls, speeding up resolution and easing pressure on your call centre. This allows you to maintain customer expectations for seamless service, but also to drive a significant cost reduction and to improve operational efficiencies within your business.
Conversational IVR uses our native AI-powered Natural Language Processing (NLP) and speech recognition engine to capture and predict intent, so callers can speak naturally in their own words. It remembers preferences like language and easily interprets caller intent. This means the solution can ask questions to clarify ambiguous intent, prompt the customer for missing information and recognise mispronunciation. Importantly, it also remembers previous interactions, from across all customer touchpoints, so there’s no exasperating repetition.
There’s no need to rip and replace your existing call centre infrastructure. Integrating seamlessly in real-time with your existing call centre solution, CRM software and other data sources, our Conversational IVR can identify and verify the caller to create a personalised experience that proactively addresses issues and anticipates their needs. And if a customer needs agent support, our solution ensures they are routed to the correctly skilled advisor, along with customer details is and the context of their query.
Conversational IVR is also configured for easy continuous testing and optimisation. Paired with our Customer Journey Tracker, it allows you visualise for the first time ever, the journey your customer takes on your IVR. Only by gaining a holistic understanding into customers behaviour, you can truly identify painpoints, eliminate bottlenecks and rectify them in real-time.
With Customer Journey Tracker, you are in a strong position to make evidence-driven decisions about your customer service optimisation to maximise ROI on customer experience investment – in terms of both revenue generation and customer satisfaction.
Go beyond query resolution and enable customers to make PCI compliant payments within your existing IVR. Simply route your customers to us at any point during a call and provide them with a 24/7 conversational payment solution. Our solution pulls live payment details from your systems and processes credit card details in real-time, allowing the customer to complete their payment without ever speaking to an agent.
Empower your agents to provide a consistent customer experience with our agent guided payments solution – while maintaining PCI compliance with end-to-end call recording. Agents can guide customers seamlessly and securely through the payment process during a call, equipped with the customers latest account information, ensuring the best experience for both your customers and agents.
83% of people say they’ll avoid a company after a negative IVR experience. With Conversational IVR, you not only avoid this pitfall, you delight customers with efficiency and effectiveness.
Speed up call resolution by predicting caller intent, efficiently handling queues, delivering personalised menus based on previous interactions and routing callers to the right destination faster.
Conversational IVR integrates with all of your other communication channels, so you can have a centralised view of engagement rates, bottlenecks and successes – and can optimise touchpoints in real-time.
Conversational IVR can answer questions 24/7, so people aren’t restricted to call centre opening times. It can also detect when agents are busy and offer different channels based on their issue.
There’s no need to rip and replace your existing infrastructure. Conversational IVR quickly and seamlessly integrates with existing systems like Genesys, Avaya, Cisco, BT and more.
Our voice capabilities also includes traditional IVR, dynamic and predictive queue management call recording enabling you to manage all your requirements from within a single platform.
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Can your IVR analyse every word and phrase to direct callers in the most appropriate way? If not, it’s time to upgrade. Find out how our Conversational IVR can help you revolutionise the customer experience and transform your business.