Automate an entire interaction with self-serve options – or add instant transfers to connect customers directly to agents to continue the conversation. Interactive Voice Messaging (IVM) is an effective, proactive contact channel widely used as a part of an omni channel strategy.
Today customers have an array of contact options available to them – e-mail, sms, web chat, etc. Even so, phone calls account for 70% of inbound contact. Voice still remains a preferred channel for immediate, real-time responses.
IVM is the perfect solution for proactive customer contact, managing inbound calls and connecting ‘ready to talk’ customers to the right agents. The ability to offer an immediate connection to a live agent who is available right now is a powerful offer.
Quickly develop suitable levels of interaction into your workflows. Customer keypad input responses can guide customers to take particular actions, such as an invitation to self-serve or present dynamic options based on the customer’s choices. Automate low level interactions for maximum efficiency.
“Customers really appreciate getting up-to-date, accurate information about things like delivery time or engineer visits, it really ups their appreciation of a brand and its service.
There’s also the cut in costs. VoiceSage is really helping reducing overhead.
It’s a great, very powerful offering. We’re very happy to be working with VoiceSage.” Michael Cheng Quality Insight & Strategy Manager Capita
Transfer live customers to the right agent using pre-screening questions
Send automated account alerts, dispatch notifications or reminders.
Superior answer machine detection.
Use CRM data as source and update with information from VoiceSage.
Dial the right customer at the right time.
Rules engine routes calls efficiently for a smoother customer journey at each contact.
Capture real-time feedback. Trigger actions based on scoring results, such as automated call-back.
Display your brand’s locality and identity
Use custom data to verify identify; no more repetition of information
Book a demo with one of our contact centre experts.
See how VoiceSage transforms outbound contact centre operations.