Expertflow

A voiceportal allows you to put all the information on your WWW-site accessible to your users by using a simple phone. We can leverage all your existing WWW-developments and carry then 1:1 to your new Voice Portal.

Deliver intelligent, personalized self-service over the phone. Voice portals (also known as IVR – Interactive Voice Resources or VRU – Voice Resource Units) enable customers to efficiently and enjoyably retrieve the information they need from the contact center.

Customers can use touchtone signals or their own voice to request self-service information. If they request live agent assistance, we can place a call in queue until an appropriate agent is available and then transfer information given by the customer directly to the agent along with the call itself to provide a seamless customer service experience. In addition, our VRU can support video interactions, including self-service across mobile devices and kiosks.

IVR solutions

Some IVR solutions we developed include:

• Agent Greeting - the agent doesn't have to say the greeting and his name on each call. The agent and the caller are put on a short conference at the beginning on each call, during which they will hear the greeting. This comes along with a WWW-application where the agent can record his prompt.
• IVR Outbound - Customers can receive calls from your IVR based on certain events, and the IVR can read out certain information. This is an alternative to reaching customers via Email or SMS, and can be triggered from any type of backoffice application.
• Mobile payment solutions working with VXML
• Satisfaction survey - after the call with the agent ends, the customer is placed in an IVR menu, where he can qualify the conversation with the agent which will be added to the agent's monthly score. This can also be a separate outbound call.
• Easyprompt: In case you have many announcements that you need to record and update (such as village locations), we can provide you with a WWW-based tool to update and maintain these prompts. Alternatively, you can also use Text-to-speech to generate these announcements.

 Speech technologies

All our solutions run on Cisco CVP or Cisco IP-IVR. Advanced speech technologies can be added on-demand, such as Speech recognition, Text-to-speech, Audio Mining or biomethric caller authentication.

Our speech technology specialists can also provide customized speech applications with customized vocabularies, grammars, speed and background noise environments. For special cases, such customized developments can result in better recognition results.

Industry solutions 

IVR Solutions in the financial industry can be found here. 

IVR solutions for Service providers, can be for example:

• Product information
• Faxback of product information
• PIN management
• Account information retrieval

Interested? Contact us via chat for a free online WWW-based demonstration of Speech Technology solutions by one our consultants!