Voice Interaction
Voice Interaction from Cable&Wireless Worldwide is a superior call centre solution that offers a better experience for your customers, with no investment in resources for you.
When customers call, often the first interaction they have with your business is an automated response (IVR). The Cable&Wireless Worldwide Voice Interaction services combine a best in class platform with expertise that ensures your business values and brand are delivered through every interaction. The service offers the choice of Touch Tone (DTMF) phone or Advanced Speech Recognition (ASR).
Touch Tone, menu driven services are structured to allow callers to navigate to the most appropriate service point in your organisation while Advanced Speech Recognition (ASR) allows for a more natural conversational mode of interacting with the service, which broadens the choices available and ultimately increases customer satisfaction.
As the service is hosted by Cable&Wireless Worldwide, you have the option to choose flexible commercial models, for example an OPEX-based system meaning you don’t incur capital or maintenance costs. The service integrates fully with other contact centre technologies including FreeCall (toll-free) and CTI (Computer Telephony Integration) along with ACDs (Automated Call Distributions).
HOW IT WORKS
Voice Interaction is hosted on the resilient Cable&Wireless Worldwide network. It plays your messages, collects the responses (data), and intelligently determines where to route a call – to an appropriate agent or recorded message, for example, using the callers’ responses.
The service integrates with Cable&Wireless Worldwide toll-free and non-geographic numbers and CallPlans, which route incoming calls according to your criteria. For example, you can route calls to one of your call centres according to the time and day, where the call was made from, the volume of calls and so on.
You can access call information via our web-based CallMaster service, which lets you view, download and manipulate statistics using your existing PC-based software.
BENEFITS
Voice Interaction from Cable&Wireless Worldwide is a better business choice, offering:
- Caller segmentation for faster, better customer service.
- Choice of touch tone or ASR menu selection.
- ASR to make the caller’s experience more human and natural.
- Effective call handling – ASR recognises 90% of spoken words.
- A better image for your business – callers prefer it.
- Choice of templates or custom call handling applications.
- a range of supporting services available including:
- toll-free and other non-geographic numbers
- computer-telephony integration (CTI)
- automatic call distribution (ACD)
- consultancy
- staff and training
- Comprehensive, easy to use web-based management information and reporting.
- Ability to handle more calls without extra staff.
- No capital or maintenance investment required
