Many organizations offer so many options within their self-service IVR systems that they end up frustrating customers. Call Steering solutions from Nuance provides the most accurate, cost-effective method of directing customers within a contact center. Unlike touchtone systems, whose complex menu mazes lead to misrouted calls and a bad customer experience, a speech-enabled Call Steering solution allows customers to describe their needs in their own words and be routed immediately to their destination. Organizations can present a unified brand by consolidating multiple phone numbers into a single access point. The result is an improved caller experience, shorter call times, fewer misrouted calls, and higher automation, for a compelling ROI.
Contact centers can save millions of dollars annually by updating their existing touchtone or speech-based IVR system with a speech-enabled call routing solution such as Open Call Steering. By reducing misroute rates up to 50% and zero-outs by as much as 35%, Open Call Steering dramatically improves usage of self-service systems so that live agents can spend more time with the customers who need them.
With Open Call Steering, callers make such wide-ranging requests as "Yeah, I have a question about my statement," or "I'd, um, like to make a change to my, uh, account." From there, the pre-trained system determines what the caller wants to do and then uses that information to route the call to the correct destination -- whether a live agent or a self-service application. If the intent is ambiguous or requires further information before routing, the system asks the caller questions for clarification. The result is accurate, cost-effective call routing and automation from the very first point of contact with the customer.
Key Benefits
Nuance has a track record of success in deploying successful call steering applications with demonstrable ROI and caller satisfaction.
Reduce contact center costs
Shorten call times, reduce the number of misrouted calls, and improve automation rates by connecting callers to destinations accurately and efficiently.
Improve the caller experience
Eliminate complex touchtone mazes by allowing callers to describe their needs in their own words and move directly to their destination.
Ensure consistency
Convey a consistent brand by consolidating multiple service numbers into a single access point so each customer shares the same caller experience.
