Call Center Management Featured Article
Fuze and Snap Recordings Partner on Personalized Customer Experiences
Today’s contact centers are increasingly trying to engage and interact with their customers in more personalized ways. Customers are demanding omni-channel communications experiences, and call centers need to be able to deliver efficient and personalized exchanges. A recent partnership between cloud-based communications provider Fuze and Snap Recordings is designed to help call centers create those connections and engagements.
The companies announced they are teaming up to deliver automated voice recordings through Fuze’s cloud contact centers. The recordings offer a streamlined, personal customer experience designed to boost loyalty and engagement and deliver a positive interaction.
Snap Recordings uses a combination of professional voice artists and studio-quality recordings to provide personalized, professionally recorded messages for the call center industry. The company supports a variety of PBX (News - Alert), auto attendant, call center and telephony applications, and its messages are used by tens of thousands of companies.
“As more processes within the contact center fall under the automation umbrella, businesses walk a fine line between simplifying the customer experience and delivering a human connection that is imperative to sustaining customer relationships,” said Jed Brown, SVP of product at Fuze. “Combining Fuze cloud communications with customized recordings from Snap blurs the lines between automation and customer experience, ensuring more efficient and impactful contact center interactions.”
Call center managers are increasingly turning to automation to streamline operations and boost productivity and efficiency. At the same time, customers are demanding more personalized interactions tailored to meet their specific needs. The Fuze partnership with Snap Recordings addresses those demands, deliver smarter interactions through automated recordings and freeing up call center agents to focus on more complex and challenging queries.
“When implementing telephony automation that will interact and transact with callers, personalization is the key to success,” said Saul Ives, VP of business development at Snap Recordings. “Clear, consistent, brand-driven recordings are a requirement, not a luxury when you’re in the enterprise space. We’ve seen customers go from a 22-percent caller abandon rate to a six-percent caller abandoned rate, simply by implementing professional recordings into their Interactive Voice Response (IVR) Systems.”
Edited by Maurice Nagle