Call Center Automation
Deliver Excellent Caller Experiences
Improve call center efficiency and enable pleasing self-service.
Call center automation solutions from Parlance allow your valuable agents to meet increasing call load demands and raise customer satisfaction. Combining the latest in speech recognition technology with innovative natural language interaction capabilities, Parlance call center solutions emulate a live agent to meet a variety of self-service needs. From skills-based routing to get callers to the right skill set, to scheduling and ID verification, we make it fast and easy for customers to do what they need to do in your call center.
Improve Caller Experiences
Unavailable agents, frustrating and slow IVR menus, constant transfers from resource to resource -- these common call management challenges can alienate callers, degrade your brand, and cause lost revenue.
Parlance self-service solutions accelerate and simplify call center interactions. No hold times, no agent-to-agent transfers, no frustrating and slow IVR menus to endure -- in short, no frustration. Our fast and simple self-service solutions allow callers to speak and interact naturally. Rather than replacing your valuable agents, our solutions augment, enhance, and accelerate agent interactions. We greet each caller, quickly triage the call to determine the caller's need, deliver simple self-service capabilities to execute on routine contact center processes, and ensure the caller gets to the right agent in seconds.
Raise Service Levels
Parlance brings balance back to the call management equation by delivering fast and simple self-service solutions that meet both the expectations of the caller, and the needs of the business. Our solutions interact with callers in the same manner as a live operator, and allow callers to speak naturally. No hold times, no annoying IVR menus -- no frustration. Callers with routine connection requests ("Billing", "HR", "Bob Smith", etc.) are connected to their required destination or resource in seconds, while callers with more complex requests ("I received a notice in the mail and have a few questions.") are immediately recognized and connected to a live operator for personalized assistance.
By offloading as much as 70% of total call load from operators, Parlance self-service solutions guarantee high service levels, ever-available operators, and a high-quality caller experience at a lower service delivery cost.
Improve Operator Efficiency
Parlance self-service solutions deliver the experiences your callers deserve and the operator efficiency your enterprise craves. Our solutions interact with callers in the same manner as a live operator, allowing callers to just speak naturally without the frustration and annoyance of dreaded IVR menus. Callers with routine connection requests ("Billing", "HR", "Bob Smith", etc.) are connected to their required destination or resource in seconds, while callers with more complex requests ("I received a notice in the mail and have a few questions.") are immediately recognized and connected to a live operator for personalized assistance.
By offloading as much as 70% of total call load from operators, Parlance self-service solutions guarantee high service levels, ever-available operators, and a high-quality caller experience at a lower service delivery cost. This dramatic increase in call handling efficiency means your switchboard operations can manage much higher call load demands with the same or fewer resources -- all while improving customer experiences and reducing costs.
Reflect Brand Values
Parlance self-service solutions allow you to deliver excellent first impressions and brand experiences -- all while controlling costs and enjoying a high level of call management efficiency. Immediate answer with a branded greeting, simple queries to determine the callers need ("Who would you like to reach?"), and immediate connection to required destinations for routine requests and connection to a live operator for more complex needs means a pleasant experience for callers and a positive reflection of your brand. Its fast. Its simple. And callers engage at a much higher rate than other call automation technologies, delivering greater call management efficiency and reduced costs along with great first impressions.
Reduce Service Delivery Costs
Parlance self-service solutions reduce the cost of service delivery at the switchboard be enabling simple and efficient self-service connections. No menus. No instructions. No frustration. Just a fast and simple "operator-like" interaction that allows callers to speak naturally. Many Parlance customers see as much as a 70% self-service rate from Parlance switchboard solutions -- significantly reducing staffing challenges and associated costs. In addition, Parlance solutions come fully managed, further reducing costs by eliminating the need to expend internal resources on solution management.
Do more with existing or less staff. Improve service levels with the cost impact. Deliver a better brand experience across the enterprise. Reduce service delivery costs. We make it easy.
Optimize Existing Investments
Parlance self-service solutions allow you to leverage your existing voice network, switchboard, and contact directory investments while providing best-in-class self-service capabilities to callers. Our solutions easily integrate with your PBX, UC, console, and contact directory applications to deliver high quality customer experiences and rapid ROI that augments and makes the most of your existing investments.