Spoken provides a state–of–the–art IVR with guided self-service options built in. Whether you use your own agents and guides, take advantage of Spoken’s training options or use Spoken’s existing guides, you’ll still get all the benefits of guided self-service that enables your system to work.
Spoken frees up your live agents by effectively automating routine tasks and enabling guided self-service to work.
If you don't have an IVR, Spoken can:
- Create a self-service system that works
- Route your calls intelligently
- Handle the routine self-service calls so your agents can handle the sales and complex customer service calls
- Get screen pops to your agents
- Connect to all your databases and give your callers consolidated information
- Know more about your call mix than you ever thought possible
Additional benefits:
- Reduced hold times: Spoken’s guided self-service allows callers an alternative to waiting in queue; they can choose guided self-service over holding.
- Reduced opt outs: on average, 80% of callers opt out within the first 45 seconds of the call. With Spoken, only 15% of callers opt out.
- Higher customer satisfaction: Spoken customers report an average of 70%+ success rates with guided self-service versus a typical 20% rate.