Voice-Enabled Call Routing Allows Callers to Speak Naturally to Quickly Connect to the Resources They Need
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.
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.
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.
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.
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.
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.
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.
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 and immediate connection to required destinations for routine requests or a live operator for more complex needs. The result is a pleasant experience for callers and a positive reflection of your brand.
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 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.
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.