The main role of IVRs is to quickly provide information and, only if needed, route customers to the most appropriate live Agents. However, if IVR are not properly designed, the result is the opposite: customers experience difficulties and frustration during the interaction, instead of finding information and solutions. Usually IVRs ask Customers to insert the requested data (service, customer ID, order number…) using their phone keypad, but they can be difficult to navigate and hard to understand! One way to improve Customer IVR experience is to accept input and responses via spoken words, thanks to voice recognition systems like Google Automatic Speech Recognition (ASR). Google ASR recognizes over 110 languages and converts spoken inputs into written text, that can be stored in the XCALLY channel variables with the related accuracy level. The accuracy value is between 0 and 1; if greater than 0.8 means that the dictation has been correctly recognised. Add now Google ASR in your Cally Square IVR projects to provide smart speech-enabled services, self-service solutions and improve customer experience and satisfaction! This feature is available on XCALLY Motion V2 (from release 2.0.33) Contact us to get...read more
Joe is a customer who called your call center to get information about his orders or anything else few days ago. Alicia, one of your call center agent, managed the call and provides many useful information to Joe.
Some days later Joe calls again to retrieve another piece of information: it would be nice if he can talk with Alicia again, because she already did it the last time!
This is exactly what the XCALLY Loyal Engagement feature helps you to do: increasing the probability the customer will talk with the last agent managing his/her interaction in the past.
The Call Back is an application that allows customers waiting in a queue to leave their phone number so that the call center can call him/her when agents are available. Here some configuration that you can create and manage through the Cally Square IVR designer:read more
Improved Dashboard and Real Time sections: new widgets Deep control on the Agents Sessions Integrations: new trigger for Unmanaged Calls and Zendesk Voice Ticket Faster access and rating for the call recordings Agents can now use their direct phone numbers Call Groups & Pickup Groups Define IVR conditions based on multi-time intervals Please do not hesitate to contact our passionate Team for more information! Get started now – xCALLY Shuttle free...read more