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Software Industry
To maintain continued success in the competitive software environment, enterprises need to reduce costs, quickly respond to customers, and increase efficiencies. It is challenging to sustain customer satisfaction and loyalty, particularly when self-service or call support centers aren't performing optimally. Technology savvy customers prefer systems that help them quickly resolve issues or obtain information. Outdated touch-tone and traditional IVR systems are rigid and menu-driven, so customers waste time navigating through irrelevant categories. Customer frustration increases and so do the costs for live agent calls.
Increased customer satisfaction
TuVox provides On Demand Speech Applications that enable self-service with the highest level of accuracy and richer capabilities. TuVox speech applications automate routing, transactional, and customer support calls. Using TuVox speech applications, customers gain quick access to billing and payment information, FAQs, installation assistance, troubleshooting, software configuration and upgrades, and other information. TuVox provides both hosted and on-premise speech applications. In either model, the enterprise can select whether to manage the infrastructure themselves, or have it managed and updated by TuVox.
TuVox speech applications automate 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 to navigate.
With TuVox speech applications, enterprises can keep their speech applications as dynamic as their Web site. You can easily update your speech applications to deliver new services, new products and updates. Customers can access more accurate information faster. TuVox Reporting and Analytic tools enable capture of information on most frequent purchases and inquiries so enterprises can more effectively respond to customers, continually improving service and increasing customer satisfaction.
Handle greater volumes of inquiries while reducing costs
Spikes in call center activities driven by product introductions and other events can overwhelm customer service desks, leading to long waiting times and frustrated customers. TuVox speech applications automate more calls and easily respond to the most complex inquiries in seconds. 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
Using TuVox speech applications Activision has automated over 60% of incoming calls and dramatically increased customer satisfaction while reducing live agent call handling time. | 
