When dealing with contact centers, customers have their preferences. While some prefer automated replies instead of waiting to speak to someone, others still prefer the conventional means, i.e. speaking to an actual person.
But there has been a gradual change in customer outlook in the past few years. A new survey commissioned by Avaya and Sabio stated that 55 percent of U.K. consumers would be willing to use voice biometric technology for some phone banking tasks.
Although there is a growing leniency towards biometric technology (55 percent), a large number of customers (81 percent) are comfortable with interactive voice response systems. This is especially true when they are checking their account balance.
But many do not consider biometrics as an option when it comes to less sensitive tasks such as renewing automobile insurance. Of course, there is still the old school which believes that there is nothing like personal interaction.
Avaya offers various products such as Proactive Outreach Manager, which enables customers to get the most out of their technology investment by reducing expenses and improving the customer experience. Contact center solutions provided by the company improve customer satisfaction and revenues for Avaya’s customers.
“There is still a very strong role for voice in the contact centre as it offers unrivalled versatility in solving complex queries and a key gateway for those who are not online – nearly 20 percent of the U.K. population. That said, technical solutions to address concerns about fraud and data security are also critical,” said Simon Culler, managing director for the U.K., Avaya. “In essence, U.K. businesses need to listen to their customers, assess their corporate requirements and look at the demands being placed on them through their customer service channels.”
Recently, the company introduced new consulting services to assist its customers in developing a more strategic, operational plan for using cloud collaboration services.