Adaptive Solutions

Rebooting Personalized Self-Service

As the originator of Real Customer Service, Contact Solutions knows how to help you personalize CX and drive customer loyalty to your bottom line. The conventional wisdom is to personalize CX with preference and other customer data to boost customer loyalty.

Why? Because As a rule, loyal customers are 10 to 20 times more valuable to your enterprise than new customers. On top of that, 20 to 35 percent of your loyal customers can drive as much as 60 to 80 percent of your sales.* (dunnhumbyUSA, 2012)

Delivering the right CX, at the right time, to the right customer, in the right channel, on their own terms: this is the challenge of truly making CX personal. It requires extraordinary adaptability. Calls for the creative use of technology. And the capability to measure, analyze, and dynamically adapt CX to how callers actually behave in the IVR, in real time. For every caller, within every call. That’s the appeal of Adaptive Solutions, from Contact Solutions.

Adaptive Solutions helps you overcome the challenges of adapting CX to caller behavior in your contact center by:

  • Optimizing your IVR on a continuous basis.
  • Capturing and utilizing interaction-level analytics to adapt to changes in caller patterns, goal accomplishment, seasonality and other variables
  • Adapting each caller session, individually and to that specific caller’s “real time” interaction with your Contact Solutions IVR

How to Turn Your IVR into a High-Performance CX Machine

Numerous enterprises use self-service technology to save money. But only a few truly make it easier for customers to get the service they want through your IVR. Some personalize the IVR with customer preferences and other data. But even the best lack the capability to measure, analyze, and dynamically adapt to how callers actually behave in your IVR.

Meet Adaptive Solutions. Not only does Adaptive Solutions create a dynamic Customer Experience for each caller in your Contact Solutions IVR, but it also makes your IVR even better, easier, and more efficient than ever before. Adaptive Solutions – only Contact Solutions has it.

Experience the Contact Solutions difference:

  • Unique behavioral analytics
  • Powerful reporting capability
  • Data-driven personalization technology
  • A dynamic customer experience that makes all customers feel like the most important customer

 

It’s Hard Work Making CX This Easy

Fortunately, Adaptive Solutions does all the hard work. No one can promise perfect CX, but Adaptive Solutions delivers the next best thing. A powerful combination of patented technology and self-service analytics, Adaptive Solutions makes CX unique to every caller, every time, on every call. And only Contact Solutions has it.

No two callers are the same. Same story for the calls they make. That’s why Adaptive Solutions measures and adapts CX to how callers actually interact on each specific call they make to your Contact Solutions IVR. How? By:

  • Optimizing your IVR on a continuous basis.
  • Capturing and utilizing interaction-level analytics to ensure changes in caller patterns, goal accomplishment, seasonality and other variables
  • Adapting each caller session, individually and to that specific caller’s “real time” interaction with your Contact Solutions IVR

To provide Real Personalization, an IVR must synthesize three distinct customer data sets: Preference, Enterprise, and Behavior. Other IVRs can take advantage of—at most—two of these variables – Preference and Enterprise. Adaptive Solutions measures how callers interact, and then dynamically applies this behavioral intelligence to make it easier for individual callers to get the service they want.

The result is a completely personalized IVR experience, dynamically applied to every call your customers make, depending on how they interact with your IVR, at that specific time. This allows for easier interactions, reduced caller frustration, and a unique customer experience, with CX individually adapted every time, for every caller, on every call. Adaptive Solutions KOs bad CX with:

Adaptive Optimization

  • Unique, actionable caller intelligence
  • More visibility to improvement opportunities
  • Actionable customer insights

Adaptive Optimization uses behavioral analytics to help you easily align self-service strategy with your customer experience goals. By constantly measuring caller interactions at a micro level, Adaptive Optimization allows you to take a more proactive, quantitative, and precise approach to getting more value out of your contact center investment.

Adaptive Audio

  • Better call experience
  • Less caller frustration
  • More preference for self service

No two callers are the same. So why should your IVR treat them that way? That’s the appeal of Adaptive Audio. Powered by the behavioral analytics of Adaptive Optimization, Adaptive Audio dynamically tailors call flow and speed to fit individual caller behavior in your IVR in real time, for every caller, every time.

Personalized IVR
Tuesday, September 3, 2013 - 08:33
Roland Alston
In customer service, what’s bigger than personalization?
I heard a fascinating interview on National Public Radio the other day. It was about the latest advancements in personalized cancer-fighting vaccines tailored for specific patients, based on the...
SpeechTEK 2013 Insights
Friday, August 30, 2013 - 09:17
Dan O'Sullivan
What do CNN, Jon Stewart and SpeechTEK have in common?
SpeechTEK 2013 in NYC last week was, as usual, mostly vendors and design and best practice professionals.Lumenvox, Cyara, Emperix, Voxeo and Genesys had their usual strong presence at the show....

Customer Service Challenges

Rebooting Personalized Self-Service

As the originator of Real Customer Service, Contact Solutions knows how to help you personalize CX and drive customer loyalty to your bottom line. The conventional wisdom is to personalize CX with preference and other customer data to boost customer loyalty.

Why? Because As a rule, loyal customers are 10 to 20 times more valuable to your enterprise than new customers. On top of that, 20 to 35 percent of your loyal customers can drive as much as 60 to 80 percent of your sales.* (dunnhumbyUSA, 2012)

Delivering the right CX, at the right time, to the right customer, in the right channel, on their own terms: this is the challenge of truly making CX personal. It requires extraordinary adaptability. Calls for the creative use of technology. And the capability to measure, analyze, and dynamically adapt CX to how callers actually behave in the IVR, in real time. For every caller, within every call. That’s the appeal of Adaptive Solutions, from Contact Solutions.

Adaptive Solutions helps you overcome the challenges of adapting CX to caller behavior in your contact center by:

  • Optimizing your IVR on a continuous basis.
  • Capturing and utilizing interaction-level analytics to adapt to changes in caller patterns, goal accomplishment, seasonality and other variables
  • Adapting each caller session, individually and to that specific caller’s “real time” interaction with your Contact Solutions IVR

Our Solution

How to Turn Your IVR into a High-Performance CX Machine

Numerous enterprises use self-service technology to save money. But only a few truly make it easier for customers to get the service they want through your IVR. Some personalize the IVR with customer preferences and other data. But even the best lack the capability to measure, analyze, and dynamically adapt to how callers actually behave in your IVR.

Meet Adaptive Solutions. Not only does Adaptive Solutions create a dynamic Customer Experience for each caller in your Contact Solutions IVR, but it also makes your IVR even better, easier, and more efficient than ever before. Adaptive Solutions – only Contact Solutions has it.

Experience the Contact Solutions difference:

  • Unique behavioral analytics
  • Powerful reporting capability
  • Data-driven personalization technology
  • A dynamic customer experience that makes all customers feel like the most important customer

 

Customer Value

It’s Hard Work Making CX This Easy

Fortunately, Adaptive Solutions does all the hard work. No one can promise perfect CX, but Adaptive Solutions delivers the next best thing. A powerful combination of patented technology and self-service analytics, Adaptive Solutions makes CX unique to every caller, every time, on every call. And only Contact Solutions has it.

No two callers are the same. Same story for the calls they make. That’s why Adaptive Solutions measures and adapts CX to how callers actually interact on each specific call they make to your Contact Solutions IVR. How? By:

  • Optimizing your IVR on a continuous basis.
  • Capturing and utilizing interaction-level analytics to ensure changes in caller patterns, goal accomplishment, seasonality and other variables
  • Adapting each caller session, individually and to that specific caller’s “real time” interaction with your Contact Solutions IVR

To provide Real Personalization, an IVR must synthesize three distinct customer data sets: Preference, Enterprise, and Behavior. Other IVRs can take advantage of—at most—two of these variables – Preference and Enterprise. Adaptive Solutions measures how callers interact, and then dynamically applies this behavioral intelligence to make it easier for individual callers to get the service they want.

The result is a completely personalized IVR experience, dynamically applied to every call your customers make, depending on how they interact with your IVR, at that specific time. This allows for easier interactions, reduced caller frustration, and a unique customer experience, with CX individually adapted every time, for every caller, on every call. Adaptive Solutions KOs bad CX with:

Adaptive Optimization

  • Unique, actionable caller intelligence
  • More visibility to improvement opportunities
  • Actionable customer insights

Adaptive Optimization uses behavioral analytics to help you easily align self-service strategy with your customer experience goals. By constantly measuring caller interactions at a micro level, Adaptive Optimization allows you to take a more proactive, quantitative, and precise approach to getting more value out of your contact center investment.

Adaptive Audio

  • Better call experience
  • Less caller frustration
  • More preference for self service

No two callers are the same. So why should your IVR treat them that way? That’s the appeal of Adaptive Audio. Powered by the behavioral analytics of Adaptive Optimization, Adaptive Audio dynamically tailors call flow and speed to fit individual caller behavior in your IVR in real time, for every caller, every time.

Blog

Personalized IVR
Tuesday, September 3, 2013 - 08:33
Roland Alston
In customer service, what’s bigger than personalization?
I heard a fascinating interview on National Public Radio the other day. It was about the latest advancements in personalized cancer-fighting vaccines tailored for specific patients, based on the...
SpeechTEK 2013 Insights
Friday, August 30, 2013 - 09:17
Dan O'Sullivan
What do CNN, Jon Stewart and SpeechTEK have in common?
SpeechTEK 2013 in NYC last week was, as usual, mostly vendors and design and best practice professionals.Lumenvox, Cyara, Emperix, Voxeo and Genesys had their usual strong presence at the show....