Better Experiences Begin Here
Parlance analytics and call routing solutions help businesses deliver on the brand promise they make to customers. We help ensure that every caller interaction starts on the right foot. From understanding the ways your different caller communities interact with your voice network through end-to-end call path analysis, to Adaptive Speech Automation that makes it fast and easy for callers to get where they need to go, Parlance solutions help ensure that every caller engagement starts off right.
Parlance CX Insights delivers end-to-end call path analysis to give never before seen visibility into how callers interact with your voice network. By tracking calls from the moment the caller rings until hang up—across all switchboard, IVR, contact center, agent, and employee engagements—businesses can see the complete caller journey, not merely as it appears in individual service areas.
CX Insights provides the data and recommendations needed to make more informed investment decisions—decisions that let you spend your CX dollars more wisely from a standpoint of information rather than assumption. With this crucial customer insight, service owners can inform every other component of an effective customer experience program, from strategy and design to operations and measurement.
Call Center Automation
Improve the Caller Experience
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. 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.
Offload Routine Calls
Routine contact center requests and requests for common destinations or services that fall out of contact center purview (names, departments, general info, etc.) can adversely impact agent availability and the caller experience.
Parlance self-service solutions go beyond the confines of the contact center to establish an enterprise-wide call management directory. As the initial triage solution for the contact center, our solutions can manage not only contact center self-service processes, but also the name, department, and general info calls that can unnecessarily burden agents.
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 one’s need to multiple agents — there is no shortage of ways in which contact center operations can cause customer complaints.
Parlance self-service solutions help alleviate many of the common dynamics that cause customer complaints. Immediate answer, efficient self-service that allows callers to just speak naturally, and intelligent call handling that immediately connects them to the right resource sets callers at ease and delivers a pleasing caller experience that positively reflects your brand.
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.
Parlance self-service solutions deliver all the advantages of automated technology without the frustration of IVR menus and instructions. 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.
Reduce Management Burdens
Due to dynamically changing caller requirements, shifting business processes and other influences, the day-to-day management of a contact center solution can 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 fast and simple caller interaction solutions with minimal customer effort. In fact, its our managed service that enables the industry-leading performance and ROI our customers enjoy from Parlance solutions. 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.
Switchboard Call Management
Raise Service levels
Switchboard Managers must continually strive to balance high service levels for callers with the cost of call handling. Too often that equation is unbalanced, allowing cost reduction and control to supersede the caller experience.
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 annoying IVR menus, no lengthy instructions — no frustration.
Improve the Caller Experience
Long hold times, annoying IVRs and Auto Attendants, hurried interactions from stressed operators — switchboard interactions can often be a major detriment to customer satisfaction and brand perception.
Parlance self-service solutions accelerate and simplify switchboard interactions for callers. Our fast and simple self-service solutions allow callers to speak and interact naturally. Rather than replacing your valuable switchboard operators, our solutions augment, enhance, and accelerate operator interactions. We greet each caller and ensure they get to the right resource or a live operator in seconds.
Increase Operator Efficiency
Valuable switchboard operators are frequently overburdened with rising call loads. Yet, adding additional operator resources is expensive, and Interactive Voice Response (IVR) applications with their long menus and lengthy instructions are annoying and frustrating for callers.
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
For many customers, the first impression of a brand comes from a call. Good or bad, that initial interaction creates a subconscious perception that can either erode or build your brand reputation.
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. Enjoy 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. The result is a pleasant experience for callers and a positive reflection of your brand.
Reduce Service Delivery Costs
Balancing excellent caller experiences with call management costs is a difficult and crucial component of today’s customer experience processes. Rising service delivery costs, greater competition, and less patient customers have all made this challenge even more important in this new “age of the customer”.
Parlance self-service solutions reduce the cost of service delivery at the switchboard by enabling simple and efficient self-service connections. No annoying menus. No lengthy 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.
Optimize Existing Investments
Investments in voice network infrastructure, switchboard operator tools, and enterprise contact directory management can come with long ROIs, necessitating their ongoing usage before the desired value can be achieved.
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.
that Evolves with Your Organization
Parlance ensures an accurate and comprehensive enterprise-wide contact directory. We synthesize an authoritative directory from enterprise data sources, and supplement these ongoing feeds through extensive analysis and actual listening to fill any gaps.