The other day I was looking at my bank account on my bank’s mobile app. I noticed an odd transaction and immediately called the bank to figure out what was going on. I entered my account number and phone PIN, and at that point, the IVR told me something along the lines of, “I see you were just looking at your bank account on our mobile app. Would you like to talk to a banking representative.” All I had to say was “Yes” and within seconds I was talking to someone and getting the clarification I needed.
Peeling back the layers of that brief phone interaction reveals a complex process. My bank needed to verify who I was, verify my phone PIN, cross-reference who I was with my most recent account activity, and present a fast-track service option. The fact that all of this happened quickly and seamlessly left me feeling really good about the whole situation.
In the IVR world, we spend a lot of time talking about ways in which businesses can benefit from our technology. One of the reasons for this is that IVR has gotten a bad rap over the years as something that’s just used for call routing. But, when properly harnessed, IVR can do so much more.
The following examples all originate with a single piece of information: a telephone number. How the IVR acquires that phone number, whether via a call or an SMS message, doesn’t matter. In other words, you have multiple communications channels to work with when pursuing these types of use cases.
As I described in my recent banking experience, an IVR can use automatic number recognition (ANI) to look up details about callers. This is one of the situations where you want to be sure to connect your CRM to your IVR.
The data you can get from this type of reverse look up varies depending on what kind of database(s) you have access to. With the right connections, your system can determine a wealth of information about your callers right off the bat.
Regardless of what data your company wants to use to authenticate users, your IVR can handle it. That may include the caller’s name, address, whether their phone number is valid (and even if that number is associated with their account), the type of phone line they’re calling from (mobile, landline, etc.), and more.
You can also offer voice biometrics to help streamline the authentication process.
The subject of voice biometrics makes for a nice segue to talking about fraud protection because it can be used for this as well. However, voice biometrics is by no means the only option.
Again, using ANI, it’s possible for your IVR to determine whether a phone number real with a valid area code associated with it. You can also determine if the current caller is on a prepaid device if the phone in question is currently in service, or the carrier associated with the phone number.
For example, if a fraudster is spoofing someone’s phone number, if that number is associated with and AT&T landline, but the ANI look up reveals that the call is coming from a Verizon mobile phone, that should raise some red flags.
By rooting out these calls before the caller has a chance to interact with your IVR helps to mitigate or eliminate any potential harm to your system or your customers’ accounts.
No one likes getting spam phone calls, especially businesses. Because time is money, any time these types of calls spend clogging up your phone lines affects your bottom line.
With a call filtering process built into your IVR, it’s possible to identify spam callers and block them. Based on any incoming call or SMS it’s possible to check that number’s spam status and the spam reputation of that number. Armed with this information, your system decides whether to block the call or not.
You can even set specific thresholds for the status and reputation ratings to ensure that you don’t end up blocking the wrong phone numbers from contacting you.
THESE are the types of applications and processes that we’re talking about when we refer to the ability of our IVR to handle “complex” processes. An IVR will never completely replace live agents: there is both room and need for both in the customer service world.
But, it’s worth noting that arming your IVR with access to the right information can better prepare agents to field customer inquiries before they even get the caller on the line. Not only does this lead to faster problem resolution, but it also increases the amount of accurate information that gets exchanged during the interaction.
Plum Voice’s voice and IVR technology have the flexibility and features to enable these kinds of complex processes, all while delivering unmatched reliability and security for voice communications.
When it comes to custom IVR, we have the tools you need. Sign up for a trial of Plum Fuse today and see for yourself.
Publish Date: June 8, 2017 5:00 AM
|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
Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing
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.
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.
|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.
|Bring Your Own Telecom: Is it Worth Doing?||July 26, 2018 5:00 AM|
|Visa Verified: Plum Voice Secures a Listing on Visa’s Global Registry of Service Providers||July 12, 2018 5:00 AM|
|What You Need to Know about Poor Call Quality||June 7, 2018 5:00 AM|
|Fairly Allocate Call Transfers to Multiple Contact Centers||May 17, 2018 5:00 AM|
|Making Natural Language Processing Feasible with Artificial Intelligence||February 8, 2018 5:00 AM|
|Outsourcing or DIY? Find the Right IVR Development Approach||November 30, 2017 5:00 AM|
|IVR That Saves $5M per Month||November 16, 2017 5:00 AM|
|The Limitations of Speech Rec & How to Combat Them||November 2, 2017 5:00 AM|
|Why Not All IVR Software Is Created Equal||October 17, 2017 5:00 AM|
|How to Get More From Your IVR with Artificial Intelligence||September 28, 2017 5:00 AM|