Call volume to a customer contact center varies significantly by time, day, and season.  How do you cost-effectively staff the center and still meet customer expectations?

The Problem:

Your retail organization has a great web site that complements perfectly your brick and mortar stores. But when there's a sale or a big seasonal rush, the number of web shoppers seeking assistance by telephone with credit card payments, correcting or changing orders, or catalogue information that they can't find by themselves, increases beyond your capacity.  Your call center gets overloaded and customers have to endure long waits on hold.  You'd prefer not to hire additional help for these peak periods, yet you'd like to continue to offer the same high level of service that has drawn so many loyal customers to your store and web site over and over again.

The Solution: 

Powered By Speech TM  solutions provide a natural complement to live customer contact center agents by enabling customers to complete the more routine information requests and tasks, and referring more complex transactions to live agents.   A Powered By Speech TM  solution would greet callers, provide some brief instructions on use of the speech-enabled automated agent, and determine the service or information needed.  Callers state the reason they are calling - speaking in their natural language, and are guided to their desired information just as a live agent would do.

A Powered By Speech TM solution can provide product information, take or change orders, and take credit card information. The customer can at any time request to be transferred to a live agent, if that is their preference.  Repeat customers familiar with Powered By Speech TM  systems can accelerate their transaction by interrupting the introductory instructions, merely by speaking and stating their need.