Parlance, developers of customer experience analysis and adaptive speech automation solutions for contact centers, has launched a call management ROI calculator to demonstrate the return on investment enabled by new call management solutions that get callers to the right place without interactive voice respose, auto attendants, and hold queues.
Parlance's ROI calculator demonstrates the financial benefits of deploying adaptive speech automation to manage labor costs, improve first call resolution, decrease abandonment, and prevent caller experience-caused revenue loss.
"There is often a lot of trepidation in deciding where to invest wisely in order to deliver excellent, cost-effective caller experiences," said Parlance CEO Joseph Maxwell in a statement. "Our new ROI calculator can deliver an accurate glimpse into the returns adaptive speech automation can deliver, and elevates the urgency of improving the caller experience and reducing the cost of service delivery."
The ROI calculator takes into consideration existing staffing levels and labor costs, service metrics, and customer satisfaction levels to calculate potential savings related to staffing, turnover, first-call resolution, hidden challenges, and prevented revenue leakage.