Answer More Calls with Less Staff - Reduce Operational Costs

Give your customers self-service over the phone and you'll reduce the workloads in the contact center. Your agents won't need to deal with repetitive, mundane customer service calls any more. Instead, they can focus on those important conversations where they can add value or make sales.

Our Customer Service Automation solutions will link your business processes into your telephone system, network infrastructure, databases and applications. We will introduce smart technologies into your communication system so that your callers, for example, can hear information or place orders over the phone. They will interact with a voice response system that uses speech recognition or lets them press their touch-tone buttons.

You’ll reduce contact center costs, as you no longer need extra agents to deal with standard customer requests. You’ll also improve customer satisfaction as callers take care of business themselves. Less customers will decide to go elsewhere as you reduce waiting times and abandonment rates. As service levels improve, your revenues should increase.

Give Your Customers Self-Service Options

Zeacom delivers automated solutions that empower your customers. They can use, for example, an interactive voice response (IVR) system to request their account balance, order a parcel pickup, or do a credit card transaction. The system then searches the appropriate internal databases and automatically responds to the caller with the information requested, using recorded prompts or text-to-speech functionality.

Quickly view an example of a typical Zeacom IVR system that, combined with speech recognition, can take care of up to 30% of your standard incoming calls. You can achieve some impressive results, such as a 30% decrease in call abandonment rates and costs per call, and a 30% increase in first-call resolution.

Your IVR solution can be set up for inbound as well as outbound calling - to issue notifications, alerts or reminders. You simply set the parameters and the calling is initiated when certain conditions arise. Some banks, for example, use automatic Outdial systems to notify customers when their balance is overdue.

Another great self-service example is Callback. If your customers don't want to wait in the calling queue, they can request to be called back by one of your CSRs. They will keep their position in the queue. The agent is presented with the customer's message as well as the outdial call.

Here's How Your Business Benefits

Organizations can gain a number of significant benefits from the introduction of an IVR system. Contact us, to see how you can benefit from automating customer service.

• Improve customer satisfaction levels – Make it quick and easy for your callers to do business with you.
  
• Employ fewer agents - As callers automatically access information, there is no need to interact with an agent. Fewer agents results in lower staff costs – your single biggest contact center expense.
  
• Improve agent productivity – Free up your agents. Let them handle those customer calls that require personal assistance or that will earn extra revenues for the business.
  
• Extended hours of operation – Always be available for your customers, no matter when they contact you. Open your contact center 24 by 7, without an increase in staff numbers, work hours or operating costs.
  
• Better management reports – Get easy access to reports on statistics and operating parameters through an integrated web-based reporting package. Measure progress and improve efficiency.
  
• Lower network costs – Reduce the numbers of callers waiting in a queue for a live agent. Lower caller waiting times result in lower 1-800 costs.
  
• Lower capital investment – Configure your Automation solution to share Server and Voice Port resources with the ZCC application, so there is no need for additional hardware.

Customize Your Solution

Zeacom’s Process Automation Group has the experience and expertise to give your business a proven solution. You can include a number of smart technologies in the design of your Customer Service Automation solution.

• Integration with Speech Recognition technology – We can fully integrate your solution with the Nuance Open Speech Recognizer. Your IVR will intelligently recognize phrases and commands voiced by callers.
  
• Integration with Text-To-Speech technology – We convert data from external sources into speech and play it to the caller. We can voice, for example, names from a database. Integrate your IVR system with Nuance Realspeak, Microsoft and Rhetorical text-to-speech engines, or any SAPI compliant engines.
  
• Multilingual Support – Our IVR systems can automatically identify which languages to play, as selected by the caller or based on the in-dial number.
  
• Integration with fax and email applications – Callers can request to receive complex information in a fax or email format, by instructing the system to do so.
  
• Dynamic call flow control - Provide the right information in the shortest possible time. The logical sequence of call flows can be adapted using criteria like time of day, CLI (Calling Line Identification), the mode of the queue, or an auto attendant option selected by the caller.
  
• Fully automated call processing – We will customize your solution to your needs, by writing multiple call flows in VB script language.
  
• Windows Graphical User Interface (GUI) – Administrators can record or re-record voice prompts used within the call flow, using the ZCC Administrator application.
  
• Ability to leave messages – Callers can leave a message within the call flow and then continue with their request for information. The recorded message can be accessed later by an agent for action. You can use this feature to collect information that can’t be entered from the telephone keypad, like a change of address.