Deliver 24 hour customer self service with a 'virtual' agent - Hosted IVR with speech recognition and integrated social networking for 5p per minute
cloudServe from Hostcomm is a hosted IVR, aka auto attendant service with speech recognition, charged on a cost per minute basis.The service reduces cost and facilitates 24 X 7 secure customer service. Hostcomm's hosted IVR is a computerised customer service team. It greets callers and performs actions, such as taking a payment, carrying out a survey or delivering order status information based on the callers input from their phone keypad or by speech recognition.
The benefits of a hosted IVR from Hostcomm
Increase selling time - Provide your clients with a 24x7 voice portal for self service provision of information and sales services.
Multi-channel contact - integrate all forms of media including SMS, Email, Googletalk, Skype and Twitter (inbound/outbound message handling, keyword actions, auto response etc)
Reduce costs – a virtual contact centre agent is around 5p per minute. This is well below the cost of a human contact centre agent - 25p (incl all associated costs).
Increase security – Hosted speech IVR transactions are secure because they cut out all human intervention; this dramatically reduces cases of fraud.
Consistent personal service – the hosted IVR can be integrated with your CRM system so a caller can be greeted by their name and quickly given information
Quick installation – the service is already installed and ready at our datacenter, it just needs connecting to your office and this can be done in an afternoon
Improve customer service staff churn rate – by passing all menial, mundane and repetitive tasks to the speech IVR your customer service staff will enjoy the more interesting transactions with your customers.
Top 10 business uses of a hosted IVR with speech recognition
- Alpha – numeric information exchange (DTMF can't do letters!)
- Retail sales using credit card authentication
- Booking appointments / placing orders
- Checking / re-scheduling appointments (via outbound speech recognition)
- Debt collection (inbound and outbound)
- Auto attendant IVR services
- Delivering consistent brand messages to customers
- Reducing headcount in contact centers
- Twitter and social networking integration (inbound/outbound message handling, keyword actions, auto response etc)
- Call centre overflow
