• Overview
• Better Decision Making
  • Optimization Portal
  • Sample Reports
• Cost Savings
  • Automated Surveys
  • Computer Telephony Integration
  • Notification
  • Self Service Transactions
  • On Demand IVR
• Disaster Recovery & Overflow
• Improved Service
  • Expert Services
  • User Interface
  • Intelligent Contact Automation
• Tighter Security

Intelligent Contact Automation

Intelligent customers interactions takes contact automation miles further than “listen carefully as our menu options have changed.”  

You can target certain customers to receive relevant notifications or interactions, or react more intelligently when they contact you, using the channel of their choice.  Instead of merely attempting to understand their needs, personalized interactions anticipate their needs and makes decisions accordingly.

Here are some of the ways that Contact Solutions customers benefit from intelligent interactions with their customers and constituents:

Scenario 1: When Jane contacts a retailer the application identifies her based on her phone number. Accessing Jane’s purchasing history, the application determines that Jane has recently placed an order for a custom leather sofa. It asks Jane if she’s calling  about her recent order and offers to send her periodic text alerts with product updates and promotions.

Jane gets personal, “valued customer” treatment instead of a menu.

Scenario 2: Having purchased that custom-made leather sofa, Jane now phones her bank to check her balance. The IVR recognizes that Jane has a low balance and responds to her accordingly. Depending on the business rules determined by the client, the IVR might bypass automation and route Jane directly to a live agent. Or the IVR might push automated prompts designed specifically for a certain class of customer, or send her a customized email or text message.

Here’s where it really gets good… and infinitely more complicated and costly for most contact automation solutions (but not for Contact Solutions!). The customer relationship can actually determine the kind of experience the customer will have when they make contact. We call this personalization by customer relationship.

Say Jane has a bad experience when her couch arrives, the movers are hours late and they break a lamp. Jane contacts the retailer to file a complaint via their web self-service option. She calls again the next morning to speak to a live customer service representative. The solution recognizes Jane and her multiple web and phone transactions, and alters the phone interaction accordingly, either by generating dynamic call flows or by sidestepping automation completely and connecting her with an agent.

This type of personalization requires a greater integration between IVR technologies and the enterprise database. It requires dedicated resources doing lots of work to supervise the long planning and implementation cycles.

Implementing intelligent interactions could have huge benefits for your organization, but building it yourself is costly and requires ongoing care and feeding. Contact Solutions’ hosted solutions include a robust platform and the right expertise to implement intelligent customer interactions faster and far less expensively than you could do on your own.