It’s become common to have an Agent speak to a caller and THEN route them to an IVR.
For example, when personal information is required for authentication purposes, but regulations prohibit the information from being communicated to a live agent the caller must be verified by an automated system. Or, after an agent-assisted call, callers are routed to an IVR based Survey.
In both cases, the information needs to be tied back to the original call and agent via Computer Telephony Integration (CTI).
However, just as callers are angered when they have to repeat info to an agent that they’ve already entered in the IVR, they’re really peeved when they have to repeat it to the IVR when they’ve just spoken with an agent. It’s the #1 customer frustration in many contact centers.
Solving this problem has never been easy and is usually just ignored because of the cost and complexity. Tailored solutions are costly to build, requiring ongoing licensing costs, and increased infrastructure costs as they usually tie up multiple telecom ports for a single call.
Contact Solutions recently solved this problem for its clients. We’ve had a robust CTI solution for years based on a web-services model. This open architecture, based purely on software, allows for integration with most any contact center technology at the agent desktop.
Instead of re-inventing the wheel, we just rolled it the other way. We leveraged the core techniques of passing data that are well established, and then reversed them – leveraging a lot of existing code along the way.
So what does this mean to our customers? They solve this complex problem without additional hardware or licenses fees.
They save money and their callers get great service, coming and going.
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