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Computer Telephony Integration
AmiVoice by Advanced Media provides speech recognition capabilities for call centers.
Call mining is a driving force in the advent of a new era and the development of new products. Speech recognition immediately converts the spoken word to text.
Call centers are a company’s strongest link to the voices of its customers
AmiVoice® is an effective tool in the development of next-generation call centers
Customer comments are centralized at call centers and, if analyzed, they may point the way to the creation of new markets. In addition, the responses of operators have an effect on the company’s image. The pursuit of efficiency in business operations can result in a decline in the quality of service. Customers may receive careless or vague answers, or get a runaround. On the other hand, the pursuit of quality of services can reduce efficiency. Customers may have a hard time getting through to the right operator, or too many experienced operators may have to be used.
Advanced Media has developed a brand new approach to solving this dilemma, which allows the simultaneous pursuit of efficiency and quality of services, while ensuring that all customer comments are heard. We think of it as our next-generation call center solution.
The Three Contributions of AmiVoice® in Building a New Call Center
A call center has three core functions: it connects the customer to a suitable operator; it allows a company to plan future operations on the basis of efficiently compiled customer inquiries; and it increases customer satisfaction through quicker response, by reducing operator workload. These functions produce the organic interaction that characterizes the next-generation call center solution.
This product converts real customers’ spoken comments to text, and makes various types of analysis possible. For instance, data mining of the text can reveal what information customers are seeking, and what information should belong in an FAQ. In consequence, operators can be prepared to give quick, clear responses.
This product allows automatic search for information the operator needs for her response to the customer, based on a keyword spoken by either the customer or the operator. Linking AmiVoice Assist to an FAQ generated by AmiVoice CallScriber from customers’ spoken comments allows theoperator to respond instantly and accurately to each customer’s questions.
This system uses speech recognition to infer the information a customer seeks based on a keyword extracted from the customer’s explanation. The customer is automatically connected with the most suitable operator. Traditionally, user interfaces for such a connection relied on customers selecting the appropriate item and pushing the button on touch-tone phones. With AmiVoice Interactive Responder, the customers can speak naturally and spontaneously and be automatically connected with the most appropriate operator. Call loss will be reduced.
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