Understand and Improve the Caller Journey

Deliver an excellent caller experience.
Every caller, every time.

 

  550m+

calls managed for customers

800k

self-service destinations managed

22 years

of CX improvement experience

Understand the Caller Journey

With CX Insights Studies

Parlance CX Insights studies deliver unprecedented visibility into the complete caller journey—from the moment a caller dials in until they hang up. Deeply understand who your callers are, what they’re trying to do, the call paths they take, and where you can improve services and streamline call flow. Move beyond the limited scope of point based analysis tools to gain complete caller experience context. Uncover critical CX roadblocks and invest more wisely armed with greater knowledge of caller intent and behavior.

Caller Journey Example

“Two weeks after we went live with Parlance, I walked into a senior executive meeting and before I could say anything, they were applauding.”

Director - Customer Care Center, Renown Health

Improve the Caller Experience

With Adaptive Speech Automation

Parlance Adaptive Speech Automation solutions enable fast, simple, and intuitive caller experiences to get callers to the right place in a business without the effort and frustration of IVRs, AAs, and hold queues. High levels of user engagement deliver immediate impact and attractive ROI. Deliver the experiences your customers want, and the efficiencies your contact centers need. Please callers, increase agent availability, reduce costs, and more.

“Parlance has helped us overcome a historically labor-intensive operation, and we’re looking at an ROI of 5X in the first year alone.”

IT Manager for Telecommunications, Texas A&M University

Customers

Visionary organizations — from healthcare and higher education to finance, food service, and manufacturing — rely on Parlance every day to improve call handling, reduce operational costs, and raise customer satisfaction.

“From digging deep into caller behavior to actually listening to our needs, developing appropriate solutions, and managing all the nuts and bolts, Parlance has been an exceptional partner.”

Director of Unified Communications, Arkansas Children's Hospital

Resources

White Paper: Consolidating Switchboards in Higher Ed

Learn how excessive workload impacts your different contact center communities and gain perspective on what you can do about it. [Get the White Paper]

Empower Healthcare Switchboard Operators

White Paper: Are You Empowering Your Operators?

You should be! Learn about the challenges healthcare switchboard operators face, and how you can easily empower them to deliver excellent service. [Get the White Paper]

Learn how Lean principles can be applied in the contact center

White Paper: Can Lean Practices Transform Call Management?

Yes they can! Learn how Lean Manufacturing principles can be applied in the contact center to improve service, create efficiency, and reduce costs. [Get the White Paper]

“Parlance has become more than just a vendor to us. They’re a crucial component of our Patient Experience Program.”

Assistant Hospital Administrator, Erie County Medical Center

Latest News

Parlance and DDV Partner to Enhance Automated Caller Experiences

August 7, 2018 – Parlance and Digital DataVoice (DDV) have announced a new partnership to help businesses deliver more natural caller engagements, raise efficiency throughout the caller journey, and inspire higher levels of customer satisfaction. Get the details 

Parlance and Mutare Partner to Improve the Voice Channel

June 7, 2018 – Parlance is excited to announce that we’ve partnered with Mutare to help make large organizations more efficient and agile, from healthcare to education—raising sales, lowering costs, and ensuring compliance. Get the details 

“It blew me away. I was shocked by the solution’s accuracy, and pleased with the exceptional service and support displayed by Parlance.”

Manager of Network Engineering, Reebok International