How effective are your existing voice channels?

So you are well into the digital transformation game. Your Lex and Dialogflow bots are handling new customer inquiries daily. Your Genesys IVR is humming away as it always has. And even your Amazon Connect experiment seems to be producing some positive ROI.

But with so much technology coming at you from the innovation hydrant, how do you know what's really happening in your ever more complex voice channel? What works best now and what's going to work best as your technology options change in the years ahead? Are you achieving at least the same Cost Savings and Customer Experience benefits as your competitors?

increase voice
self-service use

reduce call
handle times

increase goal completion

Gyst drives cost efficiencies

Gyst drives cost efficiencies in your voice assistants, IVRs, and other conversational interfaces by allowing them to adapt in real time based on each customers skill at navigating the dialog flow. This form of behavioral "tuning in" increases self-service automation rates, reduces customer friction in the voice channel, and improves the customer experience.

  • Deflect more calls away from agents costing 10x - 20x as much
  • Improve CX and goal completion in your voice channels
  • Quickly find and fix pain points your callers struggle with daily

Book a 15 minute Zipinar on Gyst

Register here to book a free 15-minute "all business/no sales fluff/no technical jargon" virtual consultation to see how Gyst can help reduce your Contact Center costs.

Gyst improves customer service

With Gyst added to your voice applications, there are fewer friction and pain points in your voice channels. The product syncs your IVR and voicebots to automatically match the skills exhibited by each user every time they respond. You can hear more on how this works with our short movie here.

  • Decrease voice self-service times in voicebots and the IVR
  • Dynamically monitor speech, seasonal, and app changes
  • Reduce caller errors and re-prompting significantly
  • Mitigate signal and background noise issues for mobile users
  • Build good habits - reduce zero outs, hang ups and call backs
  • Free up agents for more complex calls
  • Boost capacity at peak periods
  • Guide your Digital/Omni-Channel/IVA/NLU/Chatbot strategies

reduce caller input error rates

reduce caller friction & frustration 

encourage repeat use of self-service

client success stories

We have reduced Enterprise Costs and improved the Customer Experience on hundreds of millions of user interactions to date. A top five U.S. based technology services firm liked one of our products so much they acquired it for use in their own hosted telecom services.

Below are a few examples of where our technology has improved the customer experience and reduced operating costs for happy clients.

success story one

Top 10 International Bank

We deployed our technology at one of the world’s largest international banks. The bank handles over 36 million calls per year in the U.S. alone. The technology was implemented on the bank’s voice self-service retail checking application. This application was designed for handling U.S. customer inquiries on personal checking accounts.

Business Benefits

After deploying our technology, the bank verified a decrease in the average handle time in the voice self-service system from 90 seconds down to 83 seconds. Simultaneously, the bank acknowledged an improvement in customer experience and in the self-service rate within the voice system. This resulted in a 5 month ROI on the technology for the bank.

success story two

Major U.S. Travel Service

We deployed our technology at one of the largest commuter railroads in North America. Calls coming in to the call center are initially directed to a voice self-service application that provides detailed point to point schedule and fare information for travelers. The average handle time for this application was initially 176 seconds.

Business Benefits

After deploying our technology, this client increased the self-service rate in their voice self-service system by around 2 percent and simultaneously reduced the average handle time by 26 seconds.

success story three

Major Health Insurer

We deployed our technology at a provider of health insurance benefits in United States. Calls coming into the call center were directed to a voice self-service system that attempted to handle patient claims, provider benefit inquiries, and insurance premium quotes.

Business Benefits

After deploying our technology, this client increased the number of interactions in the voice system by 20 percent. They also reduced user input errors and the resulting re-prompt/retry steps by over 10 percent. This increased volume of interactions resulted in callers obtaining information from the voice application that would otherwise need to be obtained from customer service representatives at significant additional cost. The reduction in caller input errors also resulted in a better customer experience for these callers.

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testimonials

Here's what our clients say about the solutions the Gyst team has developed for them:

“Performed flawlessly. Reduced call times by 26 seconds and increased self-service by 2 percent”
Director, Customer Service, Major U.S. Public Transit Company

“Delivers as promised. We verified an 11 second drop in handle times"
Director, Call Center, Top 5 Super-Regional U.S. Bank.

"A no-brainer. It provided an ROI of 5 months for the bank”
SVP Of Operations, Top 3 International Bank.

"Tens of millions of consumers will soon experience a giant leap forward in customer self-service."
CEO of major voice self-service hosting company.


Below are some of the companies that have licensed technology developed by the Gyst Team.