First impressions matter. And today, more and more customers look to self-service first, making it a critical touchpoint in the customer journey. Self-service can no longer be “good enough,” rather, the experience must make a powerful impact to meet and exceed customer expectations.
Handle routine or repetitive customer inquiries easily with self-service options using the latest in conversational AI technology
Easily build or edit any IVR path using a graphical, intuitive drag-and-drop interaction designer
Capture and report on insights using built in reporting and analytics tools specifically designed to analyze the customer journey within 8x8 IVR
Intelligently route calls to the most qualified agent for faster call resolution
Build customized interaction workflows with easy to use scripting tools that help reduce time and effort typically spent on making adjustments to self-service experiences.
- Change caller options on the fly, without IT involvement, to stay in line with latest business programs and priorities
- Maintain optimal call processing and avoid high abandon rates due to long wait times
- Scale to support unusual business levels without adding live agents; simply adjust call flows to address business requirements, seasonal fluctuations, etc
Intelligent IVR software provides new ways to enhance self-service by incorporating AI to transform antiquated or frustrating IVR experiences.
- Reduce wait time with more efficient call handling and processing
- Increase first contact resolution by better subject matter identification and agent correlation through CRM integrations and data dips
- Automatic Speech Recognition (ASR) and Natural Language Processing (NLP) allows for detailed data capture to enable better system analysis and easier identification of potential customer journey issues
Connect customers directly with an effective self-service option to address their needs without live agent assistance.
- Automate routine inquiries to help limit the need for a live agent to assist with all interactions
- Utilize your most expensive resources for complex, sophisticated tasks
- Reduce costs while achieving service levels as you minimize unnecessary transfers
- Capture rich data within the IVR paths to understand where you may need to make adjustments
The easiest way to get connected with us is to schedule a time that you already know is convenient for you, because let's face it, nobody likes the back and forth via email to find a time for a quick call or meeting. But if scheduling something on your own doesn't suit you then feel free to send us a message and we'll be in touch.
