|
Telecommunications
As the regulatory climate tightens and competition accelerates, telecommunication companies look to differentiated service to retain existing customers while adding new ones. Improving the performance of customer self-service is a strategic business decision that can help expand market share and reduce operational costs. Relying on outdated touch-tone systems or traditional voice applications limits the type and number of calls that can be automated. Lengthy, hierarchical menus frustrate customers and result in more requests for costly live agent call resolution.
Increase customer satisfaction and reduce call resolution times
TuVox provides On Demand Speech Applications that enable customer voice self-service with the highest level of accuracy in the shortest amount of time. We provide both hosted and on-premise speech applications that are fully customized to the needs of telecommunication companies. In both hosted and on-premise models, enterprises can select whether they want to manage the infrastructure themselves or have it managed and updated by TuVox.
TuVox speech applications are Natural Language-based and automate inquiries such as "I have a question about my bill" to quickly connect customers to appropriate information. TuVox speech applications automate routing, transaction, and customer service calls. Dynamic routing identifies what callers want and routes them to the appropriate destinations, dramatically accelerating call resolution time. Transaction calls such as change of address, billing, credits and other information are quickly and efficiently completed. Customers achieve self-service call resolution for customer service inquiries such as DSL or Ethernet card installation instructions without wading through lengthy, irrelevant touch-tone and IVR menus. 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. The results are increased customer satisfaction, shorter call resolution times, and fewer expensive live agent calls.
Improve operation efficiencies and reduce costs
More customers mean more demands are placed on the system. Backups and lengthy hold times are annoying and jeopardize customer loyalty. With TuVox speech applications, even complex questions regarding billing or password issues can be automated and resolved quickly.
Telecommunication companies can keep their speech applications as dynamic as their Web sites using TuVox speech applications. As the enterprise introduces new products, services, or promotions, you can easily update TuVox speech applications to deliver real-time cross-sell and up-sell opportunities. TuVox Reporting and Analytic tools enable telecommunication companies to capture information on most frequent inquiries and purchases so the enterprise is able to fine tune offers and more effectively respond to customers.
TuVox speech applications are proven to reduce the time of deployment exponentially over any other solution on the market today. One leading U.S. telecommunications company deployed TuVox speech applications in 6 months delivering one of the largest voice applications in the industry, with 67 voice applications and over 12,000 voice prompts. To find out more download the case study. | 
