New tool demonstrates the specific types of return on investment organizations can achieve with adaptive speech automation solutions.
WOBURN, Mass., Feb. 27, 2018 /PRNewswire/ — Parlance, developers of CX analysis and adaptive speech automation solutions for enterprise contact centers, announced today its launch of a new call management ROI calculator intended to demonstrate the return on investment enabled by new call management solutions that get callers to the right place in a business without the effort and frustration of IVRs, Auto Attendants, and hold queues.
More than 90% of companies in a recent study named improving customer experience as a top strategic focus, yet many contact centers continue to suffer from outdated call automation and self-service capabilities, hold times, and poor caller experiences. Parlance’s new ROI calculator demonstrates the many different financial benefits of deploying adaptive speech automation to manage labor costs, improve first call resolution, decrease abandonment, and prevent caller experience-caused revenue loss.
“There is often a lot of trepidation in deciding where to invest wisely in order to deliver excellent, cost-effective caller experiences,” says Parlance CEO Joseph Maxwell. “Our new ROI calculator can deliver an accurate glimpse into the returns adaptive speech automation can deliver, and elevates the urgency of improving the caller experience and reducing the cost of service delivery.”
The ROI calculator takes into consideration existing staffing levels and labor costs, service metrics, and customer satisfaction levels to calculate potential savings related to staffing, turnover, first call resolution, hidden challenges, and prevented revenue leakage.
The new call management ROI calculator can be found on the Parlance website, at https://www.parlancecorp.com/roi.