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QUoTABLE NoTES

Why we do what we do

spoken
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.
spoken

Gilad Odinak, CTO, Spoken

Spoken

Improving IVR efficiency with automation

Spoken frees up your live agents by effectively automating routine tasks and enabling guided self-service to work.

Fewer agents can handle more calls, reducing average handle time.

If you have an IVR, Spoken can:

  • Build self-service applications your callers will use
  • Route calls to the proper agent the first time
  • Enable whole language speech recognition
  • Use your existing infrastructure investment
  • Integrate with your back-end systems
  • Get screen pops to all your agents

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.