Contact Automation How easy do your customers find getting what they want from your contact centre?
Horror stories of frustration and failure abound. Datapoint’s Voice Self Service and Voice Biometrics Contact Automation solutions help you to satisfy both your customers and your business imperatives by making it easier for your customers to get what they want from you, while reducing your contact centre agent costs.
What are the benefits?- Improve customer experience by making it easier for your customers to be recognised and interact with you to achieve what they want from the call and interact with you to achieve what they want from the call - improving transaction completion rate and providing higher first time call resolution
- Increase customer satisfaction by reducing the risk of call misrouting
- Reduce live agent costs by automating customer validation, call steering and all or part of transactional call content ? automated validation and call steering combined saving up to 60 seconds per call of agent talk time
- Increase your contact centre agents' capacity to serve more customers, more personally
- Improve employee experience by providing them with pre-qualified customers, reducing their involvement in simple transactions and the potential requirement on them to deal with dissatisfied customers
How are they achieved?VOICE SELF SERVICE
- Call steering - "Welcome. What can I do for you today"
- Customer identification and verification
- Self-service transaction completion or pass pre-qualified callers to an appropriate agent for call completion
VOICE BIOMETRICS
- A unique algorithmic digital voiceprint created from biometric measures of an individual's vocal tract
The Datapoint Dimension When aligned to your business objectives by our unique
Katalyst third-generation platform these solutions are enabled to deliver their true technology promise and full business benefits.
- Katalyst driven CONTACT-OPTIMISATION™
- Consulting insight
- Market leading technologies
- Solution architect specialists
- Active managed service support
DATAPOINT SOLUTIONS, DELIVERING BUSINESS BENEFITS, PERFECTING CONTACT-OPTIMISATION™