To offer their customers a 24/7 service, companies can rely on automated order taking portals. For important or urgent matters, customers can help themselves.

Excelsis Self Care has been designed to automatically answer a bunch of call centre inquiries. The solution's modules are as follows: status requests (i.e. product availability check or delivery status), information retrieval and automated order taking. Based on these modules, all self care portals are adapted to the company's specific needs. Other possible use cases can also be realised.

The system prequalifies every incoming call by asking for the caller's wish and then transferring him accordingly. This can be either to a further module of the voice portal or to a call centre agent. In this case, the expected waiting time in the call centre is estimated. If it exceeds a specific level, the system offers the customer to call him back.

Otherwise, the caller is transferred to further functions of the voice portal. Here, he can retrieve information and status or order goods by phone. The voice portal can be integrated into various systems (e.g. ERP, CRM, data bases) via standard connectors.

To manage information, announcements, menus as well as the order taking portal, the web application Excelsis Management Console is at the customer's command. Certain parts of the content as well as annoucements and menus can be changed, updated and activated for specific periods of time. The Excelsis Management Console offers many reports and statistics as well as possibilities for comprehensive analyses.

• "Multi-Slot-Request" and dynamically generated grammars for simultaneous entry of several search items
  
• Simple, web based configuration of all settings
• Comprehensive analyses and reports
• Standard connectors to connect data bases, CRM and ERP systems
• Seamless integration into existing call centre infrastructure
• Scalability and expandability
• High availability and stability
• Optimised standard dialogs in the order taking portal
• Natural language recognition even with dialects
• 24/7 availability
  

Voice portal in customer service. Numerous functions and self services. Pre-qualification of callers and routing. Checking availability and stock, sophisticated persona design, high-tech solution including managed service.

24/7 service hotline with order taking portal and customer service for more than four million mail-order customers. Application for caller prequalification with call back function. PEARL is Europe's largest mail-order company for computer software and related equipment.