3rd Party Remote Call Monitoring Feature

For call centers today, agents require a host of services in order to keep up with customer demands and remain effective. While 3rd party remote call monitoring is one way to ensure agent success, there are many other tools available that help improve services. Interactive voice response (IVR) systems, for instance, are used by businesses around the world to manage customers and alleviate contact center agents by directing callers to an automated attendant that directs callers to the right extension. However, an IVR system goes beyond simple automated attendants by being able to respond to various forms of input, including voice and text.

mplSystems, a provider of contact center solutions, has added a new solution to the IVR market with the company's new platform, intelligentResponse. This new automated response solution is designed to analyze incoming text messages from various sources, including social media, mobile apps and even email and text messages.

IVR systems are rarely designed to solve complicated customer issues, but they do help filter out the large bulk of routine phone calls with simple solutions. Whenever possible, intelligentResponse will automatically respond to an incoming message. If the request is determined too difficult for the IVR to process, it is quickly sent to a customer support agent to be resolved. Fortunately, mplSystems expects that the average intelligentResponse deployment will be able to resolve around more than half of all incoming messages on its own.

“Organizations in key market areas such as Retail, Financial Services, the Public Sector and General Service provision already recognize that a large proportion of their customer interactions are concerned with relatively routine requests,” says mplSystems CEO Paul White. “With intelligentResponse we can help organizations automate the processing of around six out of ten of these standard text-based interactions.”

By filtering out routine phone calls from more complex issues, intelligentResponse allows contact centers to significantly reduce the strain on existing staff to answer questions in a timely manner. This reduces costs and increases the quality of an interaction, which is key in customer support scenarios.