71% of consumers want the ability to solve most customer service issues on their own according to a 2016 Aspect Consumer Experience survey. And they want the customer care experience to support that.
In addition, more and more consumers are shopping and interacting with businesses through their smart phones, and while enterprises would love to get consumers to download their app and put it on their device so it’s ready and waiting for them to use or to check-in at the next visit, the reality for most businesses is that this is just not going to happen.
In reality, smartphone real-estate is scarce. Over half of smartphone users, 62% to be exact, download less than 2 apps per month. And on the average, almost half don’t download any apps (2016 Mobile App Report).
So how are businesses going to engage customers on their mobile devices? A Deloitte mobile consumer survey estimated that in the UK alone, people check their phones 1.1 billion times a day. So it’s critically important to engage customers through this channel since the smartphone is effectively an extension of today’s mobile, on-the-go consumer.
One of the traditional ways an enterprise engages customers is through its Interactive Voice Response System or IVR, and while that technology has been enhanced by adding automatic speech recognition, speech to text and other bells and whistles, it still is an experience that is primarily audio-centric. This poses some inherent problems especially for IVRs with complex menu trees in which the caller must navigate through multiple options and menus.
Any more than 5 options on an IVR menu can be problematic for users since people have a hard time remembering all that was spoken. And while having a customer talk with a live agent may more efficiently solve his or her problem, that can get expensive especially when you consider that the cost of a live agent compared to a self-service transaction can be 400 times greater in some cases (Forrester).
So where does the balance lie for organizations as they try to contain costs, improve customer satisfaction, and better engage customers at all points along the buyers’ journey?
An ideal approach that we talked about in great deal at the recent A2I Summit in London is for enterprises to make the customer engagement experience – from awareness, consideration, and decision to customer care - more satisfying to the consumer by making it more visual in nature.
A Visual IVR extends the capabilities of a normal IVR by transforming it into a collaborative voice and visual on-demand web-based application for smartphones.
Without having to download an application or client, or require the user to register in some app store, a customer using a smartphone is offered the option to initiate a Visual IVR session. The Visual IVR approach no longer limits the customer to “dial pad only” interactions. With their smartphone screen, using a web-based interface synchronized with the IVR voice session, the customer now has access to an array of dynamic and interactive capabilities.
The Visual IVR session allows faster user navigation by simultaneously showing multiple options to the customer; it can also incorporate capabilities like:
Also, the VIVR supports the ability to push instructional videos to the user as well as allowing them to use their camera to provide additional information during the user session. It really expands what consumers can do and how they can engage with businesses.
The VIVR user experience is HTML5-based giving customers the experience of a mobile app without the hassle of having to download software from a app store or get constant updates pushed to their phone. It can be built rapidly, and it can be used not only by large businesses but also entrepreneurs and small enterprises wanting to give themselves a bigger mobile presence.
In the next blog, I’m going to cover some key steps in implementing a Visual IVR. Until then, please share with me your thoughts on ways the mobile user experience and buyer’s journey can be improved by incorporating the audio and visual capabilities of a VIVR by emailing me at Thomas.Schroer@Dialogic.com or tweeting us at @Dialogic.
Publish Date: July 10, 2017 5:00 AM
Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.
Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
|2.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
|3.)||Call Tracking Metrics|
Execute automated actions based on words spoken by your customer.
Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.
Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.
Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.
Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.
Menus are eliminated altogether and contact centres can use a single inbound telephone number.
SmartSpeech – The Best In Class Speech Analytics Software
An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.
Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.
|8.)||Voci Technologies Incorporated|
V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.
- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.
- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.
- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.
- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.
- Long term recording storage for historical analysis
All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
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