Speech in the Contact Center
Calls into a contact center are expensive and can be time-consuming. Organizations are looking for ways to reduce the volume and length of calls with self-service applications that are both external- and internal-facing. Studies show that when automated systems are deployed properly, many consumers actually prefer voice-directed access over a live agent.
The Benefits of Speech Self-Service
In the traditional call center, speech-enabled applications are increasingly used to handle routine transactions, reduce wait times while giving customers the option of accessing automated information, and substantially reduce service costs by routing only complex calls to live agents.
Speech provides many benefits to call centers, including the ability to:
- Extend the power of voice-enabled communications to your customers, employees and business partners.
- Boost customer satisfaction by delivering more convenient and responsive service.
- Reduce the time and money spent on communications.
- Create a powerful voice-enabled link to your existing web and database systems.
- Improve the customer experience and increase loyalty.
- Reduce training time and costs, because questions can be answered easily and professionally with ‘at-your-fingertips’ knowledge.
- Increase opportunities to cross-sell and up-sell merchandise with product recommendations and alternative selections.
- Increase customer retention through greater satisfaction - satisfaction that ultimately drives repeat visits, higher average order sizes and increased profits.
Whether your solution is custom-built for your contact center or you choose to utilize any of our packaged speech applications, Gold Systems offers your customers a convenient service portal that harnesses the power of speech technologies.