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Here at ICR, we've developed some demonstration applications to kick-start your ideas and help
you understand some of the possibilities that automated telephony applications open up.
These examples incorporate a range of leading edge technologies including Speech Recognition,
IVR, Text to Speech and SMS. Please click on the descriptions below to find out more.
Organisations are increasingly recognising the value of using customer and employee feedback
to gauge how they are perceived and understand what they need to do to improve. Automated
telephony surveys are a great way to gain large volumes of objective information in a
highly cost-effective way, providing a firm foundation for continuous improvement programmes.
Interactive outbound IVR applications do not readily spring to mind when people think of
telephony automation, but they can be used creatively to provide significant benefits to
organisations and their customers. Typical examples include appointment reminders within
the health industry and information capture applications, such as meter readings.
This is one of the most frequently occurring and mundane tasks within a contact centre.
Automation of the process can remove many seconds from every agent call and improve security,
providing significant benefits to the operation and its customers.
Automated capture of a customer’s name and address can help organisations and customers
in many ways. Removing the need for agent interaction in calls such as brochure requests
is highly attractive to many companies. The process can also form part of larger
applications which can include ordering products and paying for them, providing the
address of the nearest store, giving out opening and closing times etc.
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