For technical supportFor technical support

Highly accurate automated caller identification and routing maximizes agent efficiency

Call centers devoted to technical support present a unique set of needs in terms of maximizing quality and efficiency. Technical support calls require integration with a back-end database and can represent longer call times due to the nature of the interaction. Spoken’s Guided Speech CVR helps build customer loyalty while reducing Call Center costs by maximizing live agent troubleshooting time and easily integrating with any back-end database of customer information.

Overview

Conversational IVR
Avaya Virtual ACD
Remote Desktop
Call Recording
Performance Big Data Voice Assessment Secure Data IVR

Maximize call center efficiency

Spoken’s Conversational IVR values what you and your customers value: your live agents’ time and expertise. Reduce operational costs and maximize live agent time by letting Spoken analyze the caller experience and determine the appropriate balance between tasks that are best automated, such as caller identification, reason for call, and support entitlement verification, and those best performed by live agents, such as problem solving.

Use case

Spoken has streamlined technical support functions across national and international call centers. Our customers enjoy:

  • An increase in consistency of creation and handling of new technical support cases
  • A dramatic decrease in the time live agents spend with callers not entitled to live technical support
  • A decrease in the time live agents spend on routine tasks
  • Increase in contact center efficiency and decrease in operating costs

Friction-free Integration

Spoken, the SaaS experts, integrate easily with any legacy system and customize each scalable implementation to the needs of the business. Unlike resellers, Spoken builds and maintains each proprietary system custom to your business needs, so every integration is quick, nimble and perfectly scaled to your business needs.

  • Integrate your back-end database
  • Custom Salesforce integration
  • See results within 90 days
  • Customizable quality and measurement tools