Sabio, the Contact Centre Specialist Transforming Customer Contact
Making interactions as effortless as possible for customers
While there has been continual development in IVR and advanced speech recognition technologies, the key benefits in terms of performance improvement from speech solutions still come from the quality of the deployment and the level of caller acceptance of the speech application.
Striking the right balance between achieving PCI compliance and reducing customer payment frustrations
Putting the voice of the customer to work to improve service delivery
It’s important to know what customers really think of your business. However, while it might sound a simple question, it’s actually one of the most fundamental issues organisations face in today’s highly competitive markets.
Encouraging self-service while increasing satisfaction levels
Thanks to the depth of contextual information now available through corporate Big Data initiatives, today’s Intelligent Call Routing solutions are playing a key role in helping to reduce overall Customer Effort levels.
Transforming how your engage with your customers
While Self-Service and automation are attractive to organisations because they can prove significantly less expensive than assisted services, customers traditionally have been less positive. Quite rightly people were frustrated when systems were poorly designed, when they were presented with confusing menu options, and when IVR systems made it as difficult as possible to opt out and speak to live agents.
Directly targeting customers during key engagement touch points
Organisations across a broad range of market sectors are finding that adopting a Proactive Notification approach is a highly successful way of both engaging customers and deflecting incoming contact centre demand.
Enhancing security while improving the Customer Experience
Voice Biometrics technology, with its acknowledged convenience and flexibility, is now widely regarded as a mainstream technology that benefits both customers and their service providers alike.
Effective automation leads to proven bottom-line benefits
Today's customers want to get things done quickly, efficiently and on their own terms. Supporting them with intelligent self-service and automated customer contact solutions makes more and more sense – particularly when the experience delivered succeeds in reducing customer effort.
In June Sabio is attending the UX Scotland 2016 conferencein Edinburgh, and I’ll be hosting a workshop sessionon Designing Voice and Natural Language Experiences.
At a time when much of the momentum in terms of re-inventing the customer journey seems to be focused on activities at Google and Facebook, it was fascinating to see Microsoft detail its plans for intelligent engagement at its Build 2016 event last week.
For the last couple of years we’ve been highlighting the potential of WebRTC (Web Real-Time Communication)- the Google-owned open source project that effectively turns the Web into a powerful open communication platform.
It was great to attend Opus Research’sfirst Intelligent Assistants Conference in London last week, with the event clearly signifying the growing importance of intelligent assistants in supporting self-service.
In my last blog I outlined the scale of the challenge facing UX teams as they work to extend speech functionality into their customer journeys.
When US industry group Interactions sampled some 1,300 customers online earlier this year, only 3% said they actually liked using IVR services when contacting organisations.
While the United States may have a new President last night, achieving real and lasting change is often much harder to achieve.
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