Voice Interaction Management

Voice communication is the most popular mode of customer service. Over the years many additional channels like email and webchat have gained prominence but voice is still the dominant channel and cannot be ignored within a contact center operation. Voice has a unique quality of being real time compared to more asynchronous media like email. As a result the design of voice based service systems have certain unique characteristics ranging from quality of voice to personalization aspects. Managing a voice queue has to assume that the customer is also focused on a phone call and unable to multitask. This increases the need for personalized routing and providing options like callback. Respecting your customers’ time is very important. IVR prompt and collect functionality is required to be able to gain better insight into the caller and route the call appropriately. Routing and personalization should allow for third party data dips so that a context around the customer call may be accurately ascertained and presented to the agent. Consistency across channels drives customer satisfaction and loyalty and can also increase revenues. Using feedback from other media such as email, webchat or social media to enhance voice routing and personalization can go a long way in driving customer experience.

SIP PBX & ACD IVR SELF SERVICE CTI CALL ROUTING CONTEXT POP VOICE LOGGER