Contact Solutions unveiled an infographic that highlights the costs involved in using Interactive Voice Response (IVR) and the savings potential. Contact Solutions specializes in the provision of cloud-based customer self-service solutions.
The infographic offers details of a company’s monetary savings enabled by using the paid, IVR solutions offered by Contact Solutions compared to the free IVR services delivered by business process outsourcers.
To provide optimized customer service, Contact Solutions leverages its patented technology, methods and several improvement initiatives so that a personalized customer experience is delivered.
Its Continuous Improvement Methodology enhances the customer experience for clients significantly and cost effectively. The model used actually quantifies the customer experience, which helps clients to understand where improvements have to be made.
Customer service is considered bad when there’s are confusing automated self-service processes, long waits, and inexperienced representatives. Customers prefer a better integration between self-service and assisted service, said officials.
Contact Solutions creates IVR solutions specifically designed to reduce the dependence on the generally skilled agent queue. This enhances caller experience and enables a more cost-effective use of agents.
To achieve such a system the company creates highly personalized, secure IVR menus for clients to allow callers to complete the transaction without the need for an agent. Then an extensive skills-based routing feature is created that will enable a call to be routed directly to an agent pool with the right skills to complete the transaction quickly and effectively.
In case callers fail to authenticate in the IVR or make errors at specific menus or prompts, the system can triage the call reason so that the most effective routing of that caller can occur. This results in less wait time and routing to the right representative.
The IVR created by the company enables these capabilities to complete transactions optimally. This in turn saves money for clients and keeps customers happy in the process.
Clients can continuously improve performance and achieve ROI successfully. Contact Solutions ranks among the top five largest hosted IVR providers in North America, and received the Frost & Sullivan Product Differentiation Award.
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