Gatwick, West Sussex, UK, Nov 19, 2020 -- Encoded, a Payment Service Provider and provider of secure payment solutions for contact centres, has announced that Milk & More has successfully deployed its IVR and Agent Assisted Payment technology to boost time and cost efficiencies.
Milk & More’s contact centre is a busy operation handling many calls monthly. At the start of lockdown when Coronavirus triggered panic buying, resulting in bare supermarket shelves and a switch to home delivery shopping, the Encoded solutions proved invaluable.
Rebecca Manning, Head of Customer Service at Milk and More said, "At the beginning of the pandemic we were inundated with calls and in just 3 days, registered around 30,000 new customers. This tremendous increase in demand forced us to prioritise calls including encouraging customers to use automated methods.
Fortunately, the simplicity of Encoded’s IVR and Agent Assisted Payment solutions meant we could quickly train our advisors and educate our customers to the benefits of automated payments while maintaining customer loyalty. In a very short space of time we have dramatically increased sales and the numbers are still growing."
Rob Crutchington, Managing Director of Encoded said, "The simplicity and flexibility of Encoded technology allows organisations to add agility to their customer service operations}}. During periods of change or in a crisis when time is of the essence, busy contact centres can rely on our solutions to simplify the payment process. Implementing IVR payments helps to deflect time-consuming calls away from the contact centre and shave pounds off squeezed budgets all while maintaining high levels of customer satisfaction and loyalty."
Posted by Veronica Silva Cusi, news correspondent
About Encoded Ltd.:
Encoded provides interactive voice response solutions and automated payment solutions. Encoded has invested in achieving the highest level of PCI DSS compliance. It has a Level 1 Attestation of Compliance (AOC) which applies to organisations that store, process and/or transmit more than 300,000 Visa transactions per year it also appears on the Visa Europe Merchant Agents List.
Published: Friday, November 20, 2020
VoiSentry is a voice biometric engine for speaker verification / identification. It is delivered as a virtual instance to be controlled by an application via APIs and can be deployed in whatever is the most appropriate environment i.e. public cloud, private cloud or on-premise. It is generally deployed as a white-label or OEM product, whereby Aculab’s partner integrates it into their own solution/platform and offers it as an integral part of their service. Unless they go public with it, none of their clients would even know that it was Aculab’s VoiSentry engine under the hood. As with any biometric speaker verification system, VoiSentry is language and dialect independent.
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.
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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.
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Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.
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Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.
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