Shorten agent talk times

TuVox will help you focus on three key areas to shorten agent talk times: First is in helping you look at the kinds of calls that are coming in and helping figure out if there are better ways to split up those calls to improve utilization.  [more] Second, you’ll see ways to shorten calls through “partial automation” – by collecting up-front information that gets passed to the agent.  Of course that will include approaches to identification, verification, and entitlement checking where appropriate.  [more] Third, you’ll look at ways to automate calls, where it makes sense.  This will help agents keep away from repetitive, low value calls and focus on serving customers. [more]

Have a better experience than your competitors

With TuVox, you will gain access to a proven ability to innovate and provide creative solutions, such as the American Airlines “Remember Me” application.  You get a thorough look of the complete caller experience, and an examination of ways to utilize technology and design to create business value.  TuVox customers have won many awards for their applications – including routing and self-service applications.

Reduce mis-routed calls

With TuVox, you will be able to take better advantage of skills based routing and lower the cost of mis-routed calls.  You get access to a range of solutions including natural language call routing – which can distinguish between over 10 times more caller ‘destinations’ than a DTMF menu.  [more] Flattening the menu gets caller to destination faster.  This also allows better use of skills based routing which lowers costs and improves satisfaction.

Replace an obsolete IVR

In the move to open standards, many vendors have dropped support for their IVRs creating “forklift upgrade” requirements for customers.  TuVox will help you in two ways.  [more] First you’ll get a through analysis of premise and hosted alternatives to see which makes economic sense – taking into account many factors that go beyond traditional cost of ownership models.  Second, TuVox will help you select, procure and implement your new IVRs and applications – perhaps helping you make the case for speech applications.

Convert touch-tone applications to speech

With TuVox, you can easily take existing touch-tone applications and migrate them to next generation (VXML) platforms.  Start by using touch-tone, and move to speech if and when it makes sense.  This allows you to end-of-life old platforms, improve security, and future-proof application investments.

Create a mobile/SMS strategy

Increasingly, callers are calling from mobile phones.  This opens up new opportunities for contact centers to further shorten calls, automate calls, and enhance the caller experience.  TuVox has helped multiple customers create combined IVR and SMS offerings which send text information to the caller’s mobile phone almost instantly.  TuVox will help you take this farther, by considering other mobile factors as we’ve done for a major American airline.

Get one stop shopping for modernizing contact center and IVR applications

With TuVox, your organization will get everything required.  You get complete one-stop support for everything that is required, end-to-end, for your caller experience: IVR and Speech Applications Speech Application Lifecycle Management Tools and Analytics Professional Services IVR and Speech Hosting Contact Center Hosting Managed Services – For both hosted and premise applications Premise Installation and Support

Automate complex calls

With TuVox, you will be able to consider automation types of calls that other vendors would avoid.  TuVox will help you apply patented technology and techniques to create customer service and technical support experiences over the phone.  You gain technology, applications, and expertise that have been used to automate support calls for companies like Apple and Wachovia.