Intellisist® Inc, dba Spoken Communications® provides the only call center Guided Self-Service™ solution that fully integrates the human call center agent and speech technology, so agents are able to handle multiple calls – silently and simultaneously.
Spoken Delivers Unprecedented Operational Efficiencies
Spoken’s Guided Self-Service solution has eliminated the barriers that have kept IVR speech technologies and live agents separated from each other. Now, with Spoken the long-standing operational in-efficiencies created by this division are gone.
Agent Productivity Increased 4X
The live agent role is transformed to that of a silent Call Center Guide™ by Spoken’s software. The technology is capable of involving the agent at precisely the right time and manner so the Call Center Guide is now able to help four callers at the same time.
Caller Experience Changed from Opt-Out to Opt-IN
Since Call Center Guides provide a real-time “safety-net”, the caller experiences an automated solution that works every time. Customer Opt-In’s increase and agent talk times decrease delivering a powerful win-win for the call center and its customers.
Self-Service is Guaranteed
So, if you need to address the backlash that traditional IVR solutions have created or you have been holding off from using speech enabled IVR technologies, then Spoken provides an innovative solution that ensures that you and your customers will have self-service success.
Spoken Communications ® is a privately held company headquartered in Bellevue, Washington.
Our Approach:
“If you think about the way customer service over the phone is handled today, it is the opposite of the way you would do it if you could.
Today, most companies use their live agents, their costliest resources, to answer the simple questions, and automation to try to understand the more complex issues about why people are calling.
It really should be the other way around. Companies should use their live agents to understand why the customers are calling, then apply automation to provide them the information they need.
That’s what Spoken Communications ® does through a fully integrated live agent and automation solution."
Gilad Odinak, Guided Self-Service Solution Inventor & Chief Executive Officer, Spoken Communications ® |
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