Speech-enabled Self Service - IVR

Historically customer self service implemented through auto attendance or “press this number for this or that” has been successfully implemented by most contact centres to reduce the cost of reception routed calls.

While this straight forward application of self service has managed to reduce costs it hasn’t always helped with customer satisfaction. However this technology has grown in sophistication and capability, and can now enhance the customer experience as well as reduce costs.

Thanks to Speech Recognition technology, customer service can be dramatically enhanced in many ways through a self service solution:

ID & V

Utilising Customer Self Service to identify and verify a customer before introducing them to a live agent could save you between 20-40 seconds worth of expensive agent talk time.

Voice Biometrics

Combat fraud, achieve PCI compliance and increase the security of your contact centre by using Voice Biometrics to identify your customers.

Account Balance & Bill Payments

Low-value, enquiry calls such as account balances and bill payments can be directed through to a speech-enabled application - freeing up agents to handle more complex enquiries.

Brochure Requests

Travel companies, estate agents and manufacturers have introduced Customer Self Service solutions to facilitate brochure and collateral requests.

"The single most effective use of technology we've ever implemented"

Virgin Media

DD Amends

Replicate the functionality on your website and allow customers to amend or even provide Direct Debit details for regular payments via a speech recogniton solutions. You can even integrate the solution to process the transactions immediately.

Password Resets

Speech-enabled solutions can be introduced to allow users to reset their own passwords in a secure environment without the need for help from an internal IT helpdesk. 

Name Dialler/Auto Attendant

Transform the way inbound reception calls are handled within your business with the introduction of a speech-enabled Name Dialler.

Delivery/Re-delivery

Customer can arrange delivery or redelivery of goods, as and when is convenient for them, without the need to queue and speak to an agent.

Balance Transfers

Allow your customers to complete balance transfers, conducting all the necessary security checks - all within a Speech-enabled Self Service solution.

If you are interested in understanding what you can achieve with a Speech-enabled Self Service solution then please contact a member of the CCT team on 0117 3115885 or email website@cctonline.co.uk and we can help you work through the options available.