Voice communication is one of the most effective channels for efficient and consistent resolution to customer inquiries. However, prolonged hold times and low first call resolution rates can contribute significantly to customer churn.
vCustomer offers the latest voice technologies and application tools - a powerful Interactive Voice Response (IVR) and voice management system.
IVR solution provides reliable, 24X7 services. Consistent and accurate response helps increase customer satisfaction and lower call handle time. With advanced tools like voice to text and speech recognition, the IVR solution enables organizations to automate a greater number of transactions and processes, thereby significantly reducing costs.
vCustomer's Voice Management System provides intelligent routing rules to automatically route calls to the appropriate agent. This solution reduces call transfer time and provides multiple action capabilities to an agent. An agent can transfer, hold, accept and reject calls. This tool is integrated with a central data repository and provides instant access to all customer transaction history and details as soon as the call lands.
'No Hold- Web Call Back' customer support solution reduces hold times and enables customers to schedule a call back according to their preferred time. The customer has the option to provide additional comments regarding the proposed call in the request. This results in significant reduction in the average hold times of calls ensuring greater customer satisfaction.
Benefits:
- Increase first call resolution by 50%
- Build customer loyalty and increase customer satisfaction with quick, accurate, personalized communications
- Reduce hold time and enhance agent efficiency with easy and quick access to all data in just one window
Features:
- Automated processes and transactions
- Integrated advanced speech recognition technology with speech to text functionality
- Integrated database with voice solution provides agent with complete customer history to quickly resolve customer queries
- Customers schedule call back at their convenience with No Hold - Web Call Back
 |
 |
||||
|
|||||
 |
 |
|
|
||||
|
|||||
|
|
