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
Unified Communication as a Service
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IVR Journey Maps
Simplify administrative effort
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
Ignite self-service & improve CX
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
Reduce operational costs with highly efficient IVR self-service
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
Empower your agents & alleviate frustration
Transform your agents’ day-to-day responsibilities by providing more opportunities to focus on interesting and stimulating work that requires critical thinking skills.
- Improve retention as agents feel valued while performing more specialized tasks
- Hone agent skills by offering more opportunities to handle complex issues
- Reallocate agent time from repetitive tasks to higher value opportunities
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Choosing a solution isn't easy, that's where Adhesion comes in.
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Adhesion: the tendency of dissimilar particles
to cling to one another
Adhesion Tech was founded on the principle that while technology seems daunting and dissimilar to many organizations’ existing operations, through guided digital transformation, those operations will adhere to technology and become effortlessly streamlined.