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 caller interaction capabilities, Parlance call center solutions emulate a live agent to meet a variety of self-service needs. From skills-based routing that delivers callers to the right skill set, to applications that assist with a variety of call center and agent processes, we make it fast and easy for customers to do what they need to do in your call center.
Improve Customer 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 contact center interactions for callers. Minimal 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 shorten agent interactions. We greet each caller, quickly triage the call to determine the caller's need, and get them to the right agent or resource in seconds.
Connect to the Right Agent
One common area of caller dissatisfaction concerns the agent-to-agent handoffs and transfers callers frequently encounter in the contact center. Due to erroneous IVR menu selection, dialing into the wrong service line, or any number of other causes, this bouncing around from line to line, agent to agent wastes time and effort and can lead to irate callers or even lost revenue.
Parlance self-service solutions guide callers to the appropriate resource on the first try. By quickly interacting with the caller in a natural and intuitive manner, we make it fast and easy for callers to get the assistance they need while reducing agent workload -- even when callers dial into the wrong service line or location.
Reduce Customer Complaints
Unavailable agents, long hold times, frustrating and slow IVR menus, repeating requests to multiple agents -- there is no shortage of ways in which contact center operations can cause customer complaints. Not only do irate callers put your brand reputation and revenue opportunities in jeopardy, but they impact agent morale and average handle time as agents must first endure a tongue lashing from customers before assisting them.
Parlance self-service solutions help alleviate many of the common challenges that cause customer complaints. Immediate answer, efficient self-service that allows callers to just speak naturally, and intelligent call handling that adapts to caller behavior helps ensure a pleasing caller experience that positively reflects your brand. Agent handle time is reduced, meaning more available agents, and morale is boosted by minimizing the need to defuse angry callers.
As contact center interactions and associated expenditures continue to grow in this "age of customer service", contact center managers frequently must strive to balance rising costs with the need to deliver excellent caller experiences in competitive marketplaces. While traditional solutions, such as Interactive Voice Response (IVR), can increase call handling capacity, they do so at the expense of the caller experience as callers suffer through long instructions and frustrating menus.
Parlance self-service solutions deliver all the advantages of automated technology without the frustration. Callers with routine requests are able to quickly and easily self-serve their need by speaking naturally -- no menus, no instructions, no frustration. Additionally, callers dialing into the wrong service line can be immediately recognized and connected to the appropriate resource in seconds. Unburdened by these routine or erroneous calls, your existing agent resources are able to meet growing call load demands while delivering a high level of service to callers. In fact, some Parlance customers have seen as much as a 50% reduction in agent-assisted calls, leading to significant savings while simultaneously improving experiences for callers.
Reduce Management Burdens
Call Center Managers and IT personnel are often burdened with the ongoing management of "off the shelf" contact center solutions and applications from technology vendors and infrastructure partners. Self-service solutions are no exception. Yet, due to dynamically changing caller requirements, shifting business processes, and other influences, the day-to-day management of a contact center solution can quickly become a time-consuming and vexing concern -- one that often leads to degradations in performance and drops in much-desired ROI.
Parlance self-service solutions are delivered as a Managed Service. We manage every aspect of the development, deployment, and ongoing management of our speech self-service solutions with minimal customer effort. In fact, it's our managed service that enables the industry-leading performance and ROI our customers enjoy. Our team of dedicated caller behavior analysts and call management engineers are continuously monitoring, tuning, and refining our solutions to make the greatest possible impact in addressing your unique call management needs.
Also, with Parlance you'll never submit a service ticket or interact with a faceless "Tech Support" representative sitting in a distant country. Our customers know us by name, and a single call or email will have your familiar and experienced support resource immediately resolving your issue.
Offload Routine Calls
Routine call center requests and requests for common destinations or services that fall out of call center purview (names, departments, general info, etc.) can adversely impact agent availability and the caller experience. Callers may have dialed into the wrong service line or assumed that contact center agents can handle their routine request or general information question.
Parlance self-service solutions go beyond the confines of the call center to establish an enterprise-wide call management directory. As the initial triage solution, Parlance speech self-service can manage not only call center self-service processes, but also the name, department, and general info calls that can unnecessarily burden operators. With Parlance in your contact center, routine requests (Bob Smith, Susan, Jones, Billing, Medical Records, etc.) are immediately connected to their destinations while callers with true contact center business are given the self-service process or agent they require.