Updated [24]7 Speech Connects the IVR with Digital for Better Customer Engagement

[24]7 has revamped [24]7 Speech, ithe company's cloud-based speech self-service solution, by combining prediction with natural language and omnichannel experience design.

Unlike legacy IVRs that are constrained by what customers say, [24]7 Speech also considers who they are, what they did on the Web or in mobile apps, and what they tried before calling an 800 number. By gleaning insights from the customer’s activities in other channels, devices and sessions, the solution predicts in real-time, why the customer is calling and in turn provides a more relevant and personalized IVR experience.

[24]7 Speech also gives customers the option to invoke a visual experience, callback or mobile chat session from within the call, making IVR integral to digital customer engagement on mobile devices.The solution powers intent-driven experiences that increase self-service rates by up to 25 percent, raises call completion rates up as high as 90 percent, reduces IVR call duration up to 30 percent, saves customers’ time, and drives higher CSAT and NPS.

“Every touch point is an opportunity to engage the customer and the IVR is no different. [24]7 Speech embraces the digitization that the smartphone offers, enabling the enterprise to craft a compelling customer experience,” said PV Kannan, co-founder and CEO, [24]7, in a statement.

The company said that today’s customers interact with companies through multiple channels, but when the issues are acute, they invariably turn to the phone channel. In this moment of truth, the IVR should pick up the current digital journey and guide it to resolution. Too often, however, the IVR falls short, operating in a silo that is disconnected from other channels. Unlike legacy IVRs, [24]7 Speech has been architected to work with a company’s digital customer environment, thus expediting resolution and building confidence in a company’s brand.

“Smartphones have revived the IVR in the enterprise customer care arsenal,” said Dan Miller, senior analyst, Opus Research, in a statement. “The new IVR uses the power of predictive analytics to make rapid identification of the caller and her intent, automated resolution of her problems, and intelligent routing of the call possible. [24]7’s added layer of intelligence in the IVR makes interactions with consumers simple and more effective for businesses, which is increasingly important in the new 'consumer to business’ era.”

Related Articles

You say tomato, I say tomahto—let's just call it customer service.

Posted August 21, 2014