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Is your business feeling a little groggy? Wake it up with a conversational IVR - Nuance - ContactCenterWorld.com Blog

Is your business feeling a little groggy? Wake it up with a conversational IVR

Whether you’re a night owl, pulled an all-nighter or spent your evening tossing and turning, waking up in the morning can be difficult. Millions of people around the world turn to a big cup of coffee to give them that extra boost of energy necessary to keep them alert, productive and focusing on what’s important.

What’s coffee got to do with customer service?

Well, much like drinking a cup of coffee in the morning to keep you moving, one of the biggest cities in the country is getting a boost to its customer service experience with the help of a conversational IVR (interactive voice response) and natural language understanding. Like coffee, a conversational IVR can help keep city call centers alert and on their toes, even on the groggiest of days.

The need for more intelligent self-service options

Many contact centers use outdated IVR systems or extensive phone trees that lead to unnecessarily long wait times for callers, lengthier calls and high call volume. Call centers, which are responsible for a wealth of information, face a growing challenge when it comes to providing a quality experience: expanding customer expectations. Misroutes and multiple call transfers – and the frustrations that they bring – are growing less acceptable by the day. Call centers can no longer get by with phone trees or antiquated systems to service customers. If there was a place where a cup of caffeine-like efficiency could help, look no further.

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Customers expect companies to be available all day, every day, and require answers to their questions more quickly than ever before, on whatever channel they prefer. More than 87% of Americans revealed that customer service has a significant impact on their decision to do business with a company, and 66% of consumers reported cancelling a service or ending a relationship with a business because of one bad service experience. The customer experience matters.

So, companies are looking for ways to meet customer expectations and provide easy, fast and convenient ways for people to access information.

Intelligent self-service is the answer.

Almost 60% of consumers feel automated self-service options have improved customer service and nine out of 10 consumers say they use automated self-service systems to complete transactions, so they don’t need to speak with a live agent.

See improvement with natural language understanding and conversational IVR

By implementing Nuance self-service technology in your contact center, you can engage callers in easy-to-follow conversation that directs them to the right information quickly – and with fewer misrouted calls or extensive department transfers. By engaging callers in conversational dialogue that allow people to speak naturally, natural language understanding helps direct callers to the right information faster and easier. In fact, 73% of consumers feel that interacting with an automated phone system they could converse with as if it were a live agent would significantly improve the experience.

Additionally, a conversational IVR with natural language understanding improves more than just the customer experience. It frees up call center agents to focus on more complex and rewarding interactions as their time spent managing simple tasks and transferring calls is significantly reduced.

Seamless and intelligent customer experiences are key to strengthening current relationships and establishing new ones. Using a conversational IVR can help improve your customer experience and bring you more business. Even though IVR, like coffee, cannot solve your problems alone, it acts as a fundamental boost that can make your business more efficient, nimble and proactive to the needs of your customers and employees alike. So drink up, because conversational IVR from Nuance is here to help.

Source: http://whatsnext.nuance.com/customer-experience/conversational-ivr-helps-customers-find-city-information/

Publish Date: January 10, 2017 5:00 AM


2020 Buyers Guide Headsets

 
1.) 
Premium Listing
Jabra

Jabra
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide
PH: 800-826-4656


2.) 
All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.
PH: 644 9201929

3.) 
Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing
PH: 800-399-3224

4.) 
CTCOMM

Plantronics
Jabra
Sennheiser

5.) 
Headsets123


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

6.) 
JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.
PH: +44 (0)1258 820100

7.) 
Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.
PH: +35924110203

8.) 
Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
PH: 0086-592-7177232
 



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