Speech Recognition
So how welcoming is the contact centre front door for your customers?
Do you present a complex IVR menu structure – one that customers need to navigate through via button pushing before they get to speak to an agent. Before you can get your customers to self-serve – you need to make sure that their first impression is good. Real red carpet treatment. Use speech recognition to improve the Customer Experience in your contact centre.
A speech recognition application manages a call or part of a call by responding to spoken words and phrases from the caller. It can also accept inputs from the caller using touch tone key presses, and can provide information to the caller using text-to-speech technology. This gives far greater flexibility in automated teephone self-service applications – it can handle alphanumeric inputs such as addresses and postcodes, and can recognise key words spoken by the user such as “help” or “repeat” that can be used by the user to stay in control of their call experience.
The intelligent Customer Front Door
Speech recognition is a technology that enables self-service – but to be truly effective it needs to be part of the overall Customer Experience. A good example of this is the Genesys intelligent Customer Front Door™ (iCFD™) which integrates self-service with customer data and business logic to create a more personalised customer experience.
The Genesys iCFD provides a branded greeting for each caller, then gathers the caller’s intentions together with contextual information about the caller’s profile and history to determine the most appropriate next step ― self-service or live Agent ― to effectively resolve the interaction. The result is customer self-service that is friendly, intuitive, and on the customer’s terms.
Using this integrated customer-service approach, companies can create an excellent customer brand experience that dynamically anticipates and delivers on customer needs.
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