With OASIS on-call speech applications, organisations are able to offer automated self-service solutions to their customers freeing up staff from routine enquiries, enabling 24x7 access to services and mirroring many web based self-service options. Typical scenarios can therefore include:
Verify and identify callers to save agent time
Using an automated system to verify a caller’s identity and purpose for calling an organisation can save valuable agent time but it also ensures that the caller is routed to the correct group to best serve them. OASIS Verify uses the caller’s own voice print for authentication, simplifying the customer’s experience and providing a secure biometric authentication system.
Free agents from routine enquiries
Automating even a small percentage of calls can lead to big staff cost savings as well as freeing up your valuable agents to handle more complex and productive calls.
Apply automation intelligently with segmentation
VoltDelta advocates segmenting the customer base and varying the service experience provided, in order to meet the core needs for the organisation. This could be a focus on sales targets and ensuring that the best customer prospects for sales are handled by a live agent, with the others handled by the self-service application.
Offer 24x7 access to services and information
Staffing for 24x7 services with agents isn't always practical, but speech self-service can offer a middle ground between no service and some service. Speech based systems that provide customer with order status, account information, stock levels and other frequently requested services can go a long way to satisfying customers and also reducing call load, especially during a typical start of week scenario.
Rapidly introduce services with pre-built speech applications
VoltDelta offers a range of pre-built, speech and SMS based framework applications which can be rapidly customised to meet each customer’s specific requirements for call flow, dialogue design and integration with existing call centres and back-end customer information systems.
Host existing VXML speech applications
Many organisations may have existing speech applications that they need hosting by a leading cloud based supplier such as VoltDelta. Services required may vary but usually include the core hosting of the VXML application, access to speech resources such as ASR, TTS as well as call routing and testing.