Switchboard Call Management
Make the Most of Every Interaction
Deliver an excellent caller experience and brand impression — every caller, every time.
Switchboard call management solutions from Parlance make it fast and easy for your callers to get where they need to go in your voice network. No menus. No lengthy instructions. Just an intuitive interaction that sounds and feels like a live operator. Routine calls get where they need to go in seconds, while more complex caller requests are immediately sent to a live operator for specialized assistance. Increase call handling capacity. Raise service levels. Control call management costs. Parlance speech self-service solutions bring new efficiency to your switchboard operations.
Improve Caller Experiences
Unavailable operators, 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 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, quickly triage the call to determine the caller’s need, and ensure the caller gets to the right resource or a live operator in seconds. No slow IVR menus to endure, no lengthy instructions — in short, no frustration.
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, causing cost reduction and control to supersede the importance of a great caller experience. The outcome is all too familiar — long hold times, unavailable operators, or the dreaded IVR menu.
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. Callers with routine connection requests (“Billing”, “HR”, “Bob Smith”, etc.) are connected to their required destination or resource in seconds, while callers with more complex requests (“I received a notice in the mail and have a few questions.”) are immediately recognized and connected to a live operator for personalized assistance.
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.
Increase Operator Efficiency
Switchboard operators act as a vital communications hub in the modern enterprise and help build relationships, enable efficient business processes, and solve problems for callers. Frequently, however, they over overburdened with rising call loads. Yet, adding additional operator resources is expensive. Interactive Voice Response (IVR) applications with their long menus and lengthy instructions are annoying and frustrating for callers. So how can the enterprise improve the availability of operators without adversely impacting call management costs or the caller experience?
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. Was the experience fast, simple, and friendly? Or was there a long hold time or an annoying and time consuming (IVR menu to endure?
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. Its fast. Its simple. And callers engage at a much higher rate than other call automation technologies, delivering greater call management efficiency and reduced costs along with great experiences.
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. Meanwhile, add-on self-service solutions from UC or switchboard console vendors are insufficient to meet the needs of callers and reduce the cost of service delivery.
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.