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"We are aware that only very well implemented voice portals can achieve the necessary customer acceptance. That’s why we work with Excelsis, the acknowledged professionals in this field." Thomas Tannhäuser, Member of the Board, Transcom Worldwide, Germany |
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"We were looking for a high performance partner who offers highly secure solutions, ensures efficient operations and brings substantial experience in the area of speech portals.“ Dr. med. Christoph Bug, Managing Director Sanvartis |
The general conditions for call centres are changing. The companies they are working for request new pricing models: complete business process outsourcing instead of the usual "pay-per-minute". At the same time, call centre standards are increasing: multilingualism, quality of service, cost pressure, 24/7 availability and the ability to use several contact channels are at the heart of challenging approaches for improved customer service.
Large companies have come to operate their own voice portal infrastructures and successfully use them as competitive advantage. Every call centre provider has to define its position in this hotly contested environment and has to decide on which core competencies to focus when fighting for customers.
Today, every call centre needs to develop a whole bunch of competencies. One of the vital abilities is to automate suitable calls fully or in parts with IVR technology. The requirements often widely exceed the possibilities of touch tone (DTMF). Nowadays, companies need to use natural dialog solutions for high customer acceptance to prevent callers from experiencing frustrating orders such as "press 1 for…". Excelsis provides overall solutions for call centre providers, either as installed solution or hosted as SaaS (Software-as-a-Service).
