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Contact Solutions Launches Adaptive IVR that Learns from Caller BehaviorRESTON, Va., Feb. 24, 2015 /PRNewswire/ -- Contact Solutions, a leading provider of cloud-based customer care solutions improved by business intelligence, today announced the launch of Adaptive Personalization, a new multi-layered personalization solution driven by behavior-based business intelligence and predictive analytics. Traditional IVR treats every caller the same way, regardless of individual preferences or behavior. Such impersonal service leads to frustration and negative brand perception at a critical point in the customer experience. The new solution creates highly personalized and effortless customer care experiences within the IVR that fully reflect customer behaviors and preferences. With the release of Adaptive Personalization, organizations can more easily respond to caller behaviors and preferences, streamline authentication processes, and dynamically adapt calls at each interaction point in the call flow. In addition to delivering a more seamless, and effortless customer experience (CX), early users of the technology have seen calls shortened by more than 35% and transfer rates reduced by more than 70% with up to 90% of callers experiencing more optimized self-service. Richer personalization in the IVR helps organizations:
"Having access to the right data and knowing how to apply it can be the difference between winning and losing business. In today's fast-moving, hypercompetitive world, customers want to be treated as unique individuals and expect companies they do business with to know them, and anything less is a bad experience. Adaptive Personalization allows enterprises to provide that level of individualized service," said Michael McShea, SVP, Marketing and Product Management at Contact Solutions. "With up to 98% of customer calls into a contact center being automated in the IVR for many of our customers, the IVR is still highly critical to overall customer CX, and may be the main source of experience with a brand. The IVR channel is operating against the same expectations for personalization that customers are used to getting through other channels, and with the Contact Solutions Adaptive IVR we can deliver on that experience." About Contact Solutions At Contact Solutions, we believe customer care should be effortless for the customer and sustainable for the enterprise. Our cloud-based, voice and mobile customer care solutions reduce effort through highly personalized self-service and agent-assisted experiences, provided at the convenience of the customer. We use business intelligence to continually improve and optimize customer care so enterprises can achieve superior results at sustainable cost, while adapting quickly to rapidly changing customer demands. www.contactsolutions.com Media Contacts:
To view the original version on PR Newswire, visit:http://www.prnewswire.com/news-releases/contact-solutions-launches-adaptive-ivr-that-learns-from-caller-behavior-300039940.html SOURCE Contact Solutions |