The goal of the Guided Self-Service Solution is simple - improve the economics of customer care. This is accomplished by increasing the customer’s ability to successfully self-serve.

Products (PDF Brochure)

Spoken Call Guiding ™ - When the Customer Experience Matters Eliminates call menus. Answers every call with “How Can I Help You”?

• For inbound call handling and a better caller experience
• Collects caller information and effectively routes calls
• Saves time and money by appropriately routing calls

Spoken Opt-Out Saver ™ - When IVR Opt-Outs Are A Problem.
Provides a safety –net for your existing call automation.

• For inbound calls that opt out of touch tone IVR
• Guides callers to self service using natural language
• Increases self-service completion rates

Spoken Guided Queue ™ - When Waiting Impacts Sales.
Provides callers an alternative to holding in a queue.

• For call centers that experience high call spikes
• Provides new attended self-service option for callers
• Dramatically reduces hold times

Spoken Speech Forms ™ - To Free Up Live Agent Resources.
Callers can complete routine tasks with effective automation assistance.

• For transactions, surveys and collections
• Voice Search Applicaitons and Directory Assistance
• Combines live phone agent and automation in same call
• Allows live agent to handle more live calls

How it Works

• Automated Self Service Falls Short: The diversity of human language and assistance desired means that the “Call-Tree” approach of traditional automation solutions is limited and in many cases a disapointing experience for callers.
  
  
• Live Agents Alone Are Expensive: Finding, training, and keeping live agents is an expensive process. Their productivity directly impacts call center performance.
  
  Spoken’s Guided Self-Service Solution software enables you to skip this pain and extra expense by effectively automating a broader “How can I help you?” approach that works every time.
  
  The key is that each call is backed by fully integrated Call Center Guides that provide a “safety-net” and silently support at least four calls simultaneously.
  
  
• Think of U-Scan: You can't walk into a grocery store or Home Depot^® without seeing the new self-service checkout stands, such as U-Scan^®. They are changing our shopping experience by providing us with a valuable self-service option. U-Scan clerks take on a new role of monitoring and assisting, on average, six self-service stands as opposed to the traditional check-out clerk who scans the entire shopping cart, one customer at a time.
  
  Spoken provides a similar environment, where call center agents are transformed into Call Center Guides who monitor 4 of more calls at the same time.