With Excelsis Customer Prequalification, the process of prequalifying telephone requests in the service center is easy and secure. Callers are automatically identified by their telephone number (if transmitted). As an alternative, the system can ask for any data which will clearly identify the caller, like contract number or account number. Security is significantly enhanced by the optional authentication via PIN entry or via verification of biometric voice attributes.
The caller's request is determined by configurable dialogs that guide him quickly and easily to the information or action he asks for. Thereby, the company can chose between a guided dialog with multi-level menus and free entries like "How can I help you?".
The intuitive navigation can be operated either via voice or via DTMF. The dialogs are partly dynamic: single menu items and dialogs are activated or deactivated depending on the customer data collected and the time of day. It is possible to set prioritised tansfers per menu item and chosen language.
VW/Jäger+Schmitter DiaLog: +49 800-VOLKSWAGEN
Preselection according to car models minimises internal call transfers
The DiaLog voice portal +49 800-VOLKSWAGEN allows the preselection of callers according to car models (Polo, Phaeton etc.) and transfers them to the respective operator. Additionally, every 12th caller gets the possibility to take part in a voice-operated customer survey. This measure not only automates the prequalification but also enhances the topical focus and minimises internal call transfers. This enables the call center agent to optimise the call entries and improves the service quality.
The caller is greeted by a friendly and intelligible voice which asks him to name the VW model he is interested in. As soon as the model is named, the caller gets the information that he will be transferred to the next available agent. This can take quite some time, and the caller does not know to which hotline or department he is transferred. Surprisingly, the system also accepts models from other manufacturers such as "206 CC" (from Peugeot) - and the call is transferred.
The caller prequalification is operated on more than 30 ports and connects more than 1000 callers a day. The system has already been used by more than 100.000 VW customers. The system implementation cost less than 100.000 € and amortised after only one year. This way, the call center can save up to 100.000 € a year.
The system was developed and integrated by Excelsis. The telephony hardware is by Avaya, speech processing by Nuance, the voice platform from Intervoice and the application management software is by Excelsis. Currently, the application is hosted by Excelsis, with the option to take it over completely.
Source:
DKFI, mind: "Testbericht: Die besten deutschsprachigen Sprachapplikationen - VOICE Award 2006" - cited from "Voice Community - Best Practice"
- Dynamic menus depending on time of day and customer data collected
- Automatic caller authentication if telephone number is transmitted
- High security thanks to caller authentication via voice biometrics
- Recognition of natural language even if spoken in dialect
- Voice-operation or use of DTMF
- Easy software configuration via a web application (Management Console)
- Smooth integration into existing call centre infrastructure (DTM or voice-over-IP)
- Quick and easy handling through high-performance voice recognition and universal commands
- Fast track for power-users as barge-in is supported
- Transfer with several phone extensions
- Standard connection to CTI and CRM systems
- Comprehensive functions for monitoring and reporting
- 24/7 availability
