Contact centres have become ubiquitous, across all manner of industries, from retail to financial services, telecommunications to government, and more. Often they're a company's first and primary point of contact with the public, and carry a large part of its public image through their phone interactions.

Contact centres are expensive to run and keep staffed with fully trained employees. The majority of calls concern routine matters — brochure requests, branch locations, for example, or change of address information — simple things that are an inefficient and costly use of an agent's time.

Voice recognition is the obvious, cost-effective answer for contact centres. Speech recognition technologies can automate the routine calls that comprise the bulk of any contact centre's call volume. The natural language understanding capabilities of our IVR solutions allows for flexible responses to customer enquiries, making interactions easy and complete, while the software is able to handle many calls simultaneously — both necessities for any contact centre.

The IPI speaker verification product, a voice authentication system that works simply from an individual's unique voiceprint and offers the highest level of accuracy, allows transactions to be securely managed.

Voice-driven automation results in greatly reduced hold times for callers, who don't have to wait for "the next available agent". Shorter call durations are a further benefit which translates into drastically reduced operating costs for the centres, bringing about a rapid return on investment for companies. Additionally, callers experience increased customer satisfaction, as their problems are dealt with quickly and efficiently.

Agents are freed up to deal with more complex tasks. Depending on the level of automation implemented, IVR solutions mean fewer agents are needed, slashing operating costs for the centre.

Contact us and find out how IPI speech enabled solutions are helping businesses and organisations everywhere to improve their efficency while providing first class customer service. We can help you to find a voice for your business.

For an introductory meeting or quotations please contact IP Integration direct
on 0118 918 4600 or email us at contact@ipintegration.com