As we know, many of our inbound call centers still have cumbersome automated IVR processes that lead many customers to hang up in frustration. In an inbound environment, 20% of customers scream “agent” or press zero within an IVR menu, while 30% choose the wrong direction within the IVR, either intentionally or unintentionally. Adding on top of this 50% IVR fall out, the typical automated speech recognition (ASR) engines don’t have the intelligence to personalize inbound calls to a particular customer, or auto-correct a customer’s verbal input if it is misunderstood. So the chance of your customer experiencing a “successful” customer effort or engagement score is already at odds.
So, Varolii came up with some ideas on how to fix this problem.
What started out as a drawing on a whiteboard nine months ago has turned into a customer interaction management system that makes you pause and take notice. In seventeen years in the call center and customer experience realm, this is one of the few pieces of call center technology that I see as a “game changer” for customer interaction management.
Our newest product, Varolli 360, offers customer interaction capabilities that can be leveraged to create a complete customer experience across both guided inbound and proactive outbound interactions. This little gem revolutionizes the way that you do business by solving customer problems faster (i.e., reduced AHT), and in return upping the ante where overall satisfaction is concerned.
So – what is guided inbound?
Guided inbound allows speech recognition to become a truly valuable contact center technology. It allows you to enrich your customer interactions.
Varolii’s new inbound solutions leverage guided speech recognition and advanced personalization to assist the customer through their interactions with you, while delivering a more robust inbound experience. Rather than rely on old systems that are subject to failure, we’ve adopted a new approach. With guided inbound capabilities, silent ‘Guides’ monitor up to 10 calls simultaneously and are able to jump in when speech recognition fails, or correct the customer’s utterance in order to help the customer to self-serve. These ‘Guides’ can direct the automation in real-time, correcting the misheard response or redirecting the speech recognition engine as needed.
With this conversational hybrid approach, your customer is offered more efficient and personalized self-service options, which subsequently reduces frustration and opt-outs. It also eliminates the customer repetition of answering a question twice and guarantees a smoother transfer to a call center agent when required.
For ten years, Varolii has proactively communicated with customers to meet their needs with our outbound communications applications through voice, text messages, emails, and smartphone applications. We make ourselves available to assist your customers via the mode of communication that feels the most comfortable for them, which leads to a more personal and satisfactory solution to handling their interactions. Varolli knows that “interaction” and “customer experience” are not events, and therefore they shouldn’t be treated impersonally. So we have taken our magic and applied it now to inbound interactions, as well.
"Better engagement, better outcome" is Varolli’s mantra for Customer Interaction Management. Joining and coordinating technology and applying expertise to get results are what make us a success. Learn more about Varolli 360. To read more about product specifications, click here. Feel free to email me directly at mary.cook@varolii.com for more information. I’d love to hear from you!
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