Improve Customer Satisfaction by Enhancing the Experience from Self Service to Live Assist
The voice portal capabilities of Aspect® Unified IP® allow you to automate some or all of your customer interactions by utilizing integrated text-to-speech and speech recognition to gather customer information and match it with data from back office systems to automatically fulfill inquiries or requests. Speech-enabled voice portal and inbound routing functionality can be used in tandem to pre-determine customer information and route a call to the appropriately skilled agent.
The voice portal capabilities enable contact centers to implement interactive voice response (IVR) and speech-enabled functionality easily into your customer-facing business processes, such as self-service applications for customer service, automated early-stage debt-recovery applications for collections, or event availability notification applications for sales with ease. Functionality includes speech recognition, text-to-speech (TTS), speaker verification, and standard speech interfaces that support Media Resource Control Protocol (MRCP)
Plus, managers are given the option of leveraging a premise-based or on-demand voice portal. You can take advantage of all of these advanced voice portal capabilities in an on-demand environment operating on the proven and reliable Tellme network voice portal platform. The robust functionality will serve to help companies better manage spikes in volume, ensure business continuity and improve their customer service, collections, and sales interactions.
Business benefits leveraging the Tellme network voice portal platform include:
- Ultimate self-service powered by the Web
- Complete control
- Quick deployment at maximum scale/reliability
- No equipment to manage or upgrade
- Superior automation rates
- Drastically reduced capital and operational expenditures
These advanced voice portal capabilities enable your company to reduce costs by automating complex customer transactions through automatic speech recognition, personalize customer service by integrating self-service applications with contact center and enterprise data sources, make the best use of agent resources by automating routine portions of an interaction and seamlessly transferring the call to an agent for more complex portions, and ultimately improve customer satisfaction with proactive automated outbound applications.
