Self-Service Contact Center Solutions
A new generation of inbound contact centers has developed recently:
the self-service contact centers.
In traditional contact centers the entire interaction between customer and center takes place via personal contact with the agent.
Self-service centers, on the other hand, shift a high percentage of this work to automatic dialog systems such as IVR – interactive voice response. This changeover results in enormous cost savings and also speeds up response to customer queries.
Self-service systems request customers to answer their questions by giving a verbal answer, by pressing the relevant keys on the pad or by clicking the relevant hyperlink in a web application. Instant messaging is also a possibility here. Each answer brings the customer closer to the information they are looking for. Such systems are being increasingly installed and are experiencing an ever higher degree of acceptance among customers.
The advantages for the customers are obvious. These systems are specifically designed to process customer queries twenty-four hours a day, seven days a week, and even at peak times there is no shortfall resulting in a customer having to wait for a reply.
Typical application areas are the provision of simple information such as
- - account balances,
- - addresses,
- - opening hours or
- - procedure instructions.
But such systems are already capable of processing more complex transactions that go beyond mere information retrieval.
Examples of this are:
- - online banking,
- - changing tariff options for mobile phones or
- - reserving cinema tickets.
This new generation of contact centers is the logical further development of the traditional call center automation systems which gave the customer the choice of either helping themselves or being connected with an agent.
2-steps-ahead draws on years of experience in building and remodeling multichannel contact centers in various industries. As a specialist in this area, we integrate, together with you, this know-how into your self-service project. Regardless of whether you just want the classic voice channel or other channels like Web, SMS, or instant messaging in your self-service offering portfolio.
