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Solving the Alpha-Numeric Quandary for IVR - Plum Voice - ContactCenterWorld.com Blog

Solving the Alpha-Numeric Quandary for IVR

One of the best features of the telephone is its simplicity. You have ten digits to work with (plus the star and pound keys) and pretty much anyone over the age of four can make sense of basic phone concepts.

While those ten digits make phone interactions simple, they also make it difficult to enter letter-based data. Sure, most of us—except, maybe, the native digital generation—remember texting before smart phones where you had to press each number to cycle through the letters associated with it. Let’s just say it wasn’t an efficient means of communication.

But this alpha-numeric quandary has plagued companies for years. It’s one area where IVR has had difficulty replicating a visual medium, like a website, over the phone.

Fortunately, all of this is changing. Combining your IVR with SMS messaging allows you to get the best of both worlds: the efficiency and cost-effectiveness of IVR and the ability to accept alpha-numeric input with SMS.

Use Case

Let’s say that you’re processing payments over the phone. When a customer calls, they enter their customer ID to bring up their account and proceed to complete their payment transaction. Assuming the account ID is all numbers, this is a pretty basic transaction.

However, you want to make sure that your customers get a payment confirmation. You can send a digital one via email, but you must capture their email address first. Not only do many email addresses contain letter and numbers, but they also include periods and ampersands, characters that make entering that information over the phone difficult.

At this point, when you’re ready to collect their email address your IVR triggers a text message that is sent to their mobile device. The text message prompts them to enter the email address where they want the confirmation sent. Callers simply respond to the text message, providing the desired address.

Of course, payment confirmations are only one potential use for this technology. You might also find it useful for remarketing efforts, or to sign-up for newsletters or account notifications.

Benefits

You have a couple of options when it comes to executing this type of process. Customers don’t need to be on the phone when entering this information. If you disconnect the call after users make their selection you can save valuable minutes on your IVR costs. The cost per text message is even less than the IVR cost per minute.

You can also let customers respond while they’re still on a call. This option would cost a bit more, but it would also give callers the opportunity to return to the main menu and perform other tasks on the same call.

Another nice thing about this method is that it ensures better data accuracy because callers can use the full keyboard available on their device and they can respond at their own speed.

When you creatively integrate your IVR with your CRM you can use this process to decrease call time on future calls as well. When customers respond to the text message you can save that preference in your CRM. The next time that customer calls to pay a bill your IVR can simply ask if they want to send their confirmation to the address on file. Plum’s IVR technology provides the tools and APIs you need to accomplish these tasks.

Ultimately, the result of combining IVR and SMS is faster, more accurate, more efficient, and more cost-effective customer service. By making the payments process painless you can deliver a great customer experience that keeps customers coming back.

Source: http://www.plumvoice.com/resources/blog/solving-the-alpha-numeric-quandary-for-ivr/

Publish Date: May 25, 2017 5:00 AM


2020 Buyers Guide Speech Technology

 
1.) 
Agara

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.
PH: +1 (512) 333 4634

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.
PH: +1 512-872-7565

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.
PH: 8005771872

4.) 
Daisee

Daisee
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-...
(read more)
PH: +61404697151

5.) 
Eckoh

EckohASSIST
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.
PH: 01442 458300

6.) 
MattsenKumar LLC

SmartSpeech
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.
PH: +91 99026 10044

7.) 
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
PH: 412-621-9310

8.) 
Voxjar

Voxjar
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...
(read more)
 



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