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Government
In the public sector, shrinking budgets increase the pressure for better customer service at lower costs. Consumers who are accustomed to innovative technology solutions that improve public sector responsiveness also expect the same level of service from government. Industries doing business with government also expect streamlined access to service and information.
Self-service access can dramatically reduce customer service costs and improve customer satisfaction. Outdated touch-tone and IVR systems, however, cannot handle the level of complexity found in public sector information. Callers become frustrated and live agent costs increase.
Faster access for increased customer satisfaction
TuVox provides On Demand Speech Applications that enable voice self-service with the highest level of accuracy and richer capabilities. TuVox automates a larger percentage of calls because its technology is based on Natural Language and can automate more call types. Callers simply say what they want and dynamic routing logic determines the most efficient way to handle each call. By contrast, touch-tone and IVR technology are based on rigid, hierarchical menus that are frustrating and time consuming. With TuVox speech applications, consumers access application forms, planning permits, benefits information and other services quickly and easily without wading through irrelevant choice menus.
Many municipal and government agencies provide Web sites to accelerate access to important information. Using TuVox speech applications, government can keep its speech applications as dynamic as its Web site. With the introduction of new services or information, government can easily update its speech application to deliver this new content. TuVox Reporting and Analytic tools enable capture of information on most frequent inquiries and forms to more effectively respond to consumers. TuVox provides both hosted and on-premise speech applications, and in either model, governments can manage the infrastructure or have it managed and updated by TuVox.
Increase cost savings and operational efficiencies
Automating manual tasks reduces the number of people hours expended to input, verify, correct or process information. An increasing number of consumers prefer online self-service, and a recent study by The Lewin Group reported a 40% decrease in application errors with online processing. Automating as many customer call tasks as possible provides both fiscal benefits and superior consumer satisfaction.
TuVox speech applications deliver services in ways that are more accessible, responsive, and affordable. Minimizing live agent calls increases savings and enables efficient resource management. If a call is transferred to an agent, all customer information and a full call transcript displays on the integrated agent desktop, dramatically improving call resolution times.
Hear how the U.S. Postal Service uses TuVox speech applications for customer service as well as employee HR services. | 
