Don’t develop your own Interactive Voice Response (IVR) programs. Parlance offers voice recognition as a managed service and we guarantee ROI!
Speech-enabled Automated Attendants reduce operational costs and provide easy self-service for callers. But developing your own Interactive Voice Response (IVR) programs won’t yield great results. (Just ask Nuance, they left the Speech Attendant market for this very reason!) With voice recognition as a managed service, your Speech Automated Attendant requires no heavy lifting from your in-house IT team! Let us do it for you. Time is money!
Throughout our 25 years of experience — and with the help of our long-tenured experts — Parlance has mastered how to take the heavy lifting off in-house IT Teams. Here’s how:
- Self-Service: Parlance has learned what works and what doesn’t in regards to presenting callers with options to self-serve. We build a long lasting relationship with key players at the customer site, and through continuous communication, we keep the directory up to date and accurate. During the initial phase of implementation, we consult and present our customer with a suggested call flow and supporting dialogue for an application to ensure maximum efficiency and offload. The main goals are 1) to keep callers on the line for the shortest amount of time and 2) allow live operators to focus on callers that truly require the extra help. We do this by enabling callers to self-serve and routing these calls away from the operator and directly to the person and department that was requested.
- Live Monitoring & An Authoritative Directory: At Parlance, we continuously monitor the health and performance of the system. Through live monitoring of calls, Parlance is able to identify any problem areas and implement corrective measures. This enables us to be proactive and prevent issues before they even appear. We work with the customer in creating an authoritative directory that includes all the destinations a caller might request for any given industry. As we listen and monitor callers’ intent when interacting with our applications, we continuously augment the directory with new names and alternate names for existing entities (for example, radiology = medical imaging). We consult with the customer when a specific request is made but the destination is not defined and/or the entity being requested does not exist in the directory.
- Performance Benchmarks: Over time, Parlance has established performance benchmarks and if an application deviates from the threshold set, we investigate the cause and communicate to the customer if any corrective measures or changes are required. This could be dialogue modification (including what we often call a “disambiguator,” used to further triage/validate a caller’s intent) or modifying an application’s behavior to identify bad phone numbers, correct an entity’s pronunciation, modify a name, etc.
Unlike our competitors, once an application is built and live, it is not a “set it and forget it” type of implementation. We manage the solution through continuous updates, directory import automation, manual intervention, and daily 24/7 monitoring. The Parlance application becomes a part of the customer’s infrastructure and changes, grows, and benefits the environment for which it was created.
by Maurizio De Cagna, Parlance Solutions Engineer