Reduce Your Contact Center Operating Costs
How You Save
- Deflect calls away from agents costing 10x - 20x as much - and free them up for more complicated calls.
- Reduce zero-outs, callbacks, and even churn that costs you money and frustrates your customers.
- Fix the pain points your customers struggle with daily. Check out our analytics movie for more on this.
increase voice
self-service use
reduce call
handle times
increase goal completion
Provide Better Service To Your Customers
How You Save
- Reduce caller input errors and the annoying reprompts that go with them. Your customers will thank you, and vent less to your expensive agents.
- Speed up the self-service process for customers that know your application and can anticipate the prompts ahead of time.
- Slow down the experience for customers that are less familiar, are in a noisy environment, have poor a poor mobile signal or just need a little more time.
- Boost your effective call handling capacity at peak periods and save costs with the voice channels you already own.
reduce caller input error rates
reduce caller friction & frustration
encourage repeat use of self-service
Gain Customer Insight With High Resolution Analytics
How You Save
- Monitor the impact of functional changes to your voice applications in real time - fewer slow and expensive data analysts required.
- Guide your digital transformation roadmap armed with additional data on your voice channels.
- Prepare for and adjust to changes in daily, weekly, monthly and seasonal call volumes and patterns.
- Eliminate the need for frequent and costly one-off usability studies. Gain peace of mind knowing your voice channels are working for your customers day in and day out.
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
Use Case
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. Our technology was implemented on the bank’s voice self-service retail applications. This application was designed primarily for handling U.S. customer inquiries on personal checking accounts, though it also supported home loans, car loans, student loans, and similar retail services.
success story two
Major U.S. Travel Service
Use Case
We deployed our technology at one of the largest commuter railroads in North America. Calls coming in to the contact center are initially directed to a voice self-service application that provides detailed point to point schedule and fare information for commuters and occasional travelers. The average handle time for this application was initially 176 seconds and the client receives in excess of 5,000 calls per day.
success story three
Major Health Insurer
Use Case
We deployed our technology at a provider of health insurance benefits in United States. This client provides health coverage on a national level for employers and individuals. Calls coming into the contact center are directed to a voice self-service application that attempts to handle patient claims, provider benefit inquiries, and insurance premium quotes for both service providers and individuals insured under their plans. This client receives in excess of 10,000 calls per day.
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(with production data from customer sites)
