Once upon a time, interactive voice response was used to help customers make their way through the phone tree to reach the right individual within a company. Today, IVR technologies are used for a wide range of integrations to drive results in areas never imagined a generation ago.
A recent eWeek report highlights the use of IVR in voice authentication. Angel offers a Customer Experience Platform in which the technology used will authenticate phone conversations for doctors, patients and pharmaceutical sales reps with the use of voice biometrics.
This SaaS (News - Alert) platform is used by such companies as Pfizer and AstraZeneca in the pharmaceutical industry and Bank of America in the financial sector. Angel has also introduced its Angel 4 Customer Experience Platform for call centers, allowing unified multichannel/multimodal communication options such as SMS, chat, e-mail, voice biometrics and mobile management.
Delivered through a SaaS platform, organizations can quickly deploy the application, accessing the IVR service in the cloud via such devices as a smartphone. To use the service, doctors simply dial in and order a biometric voice print. Once voices have been authenticated, the physician can order drug samples without having to interact with a live agent.
Companies seeking to take advantage of this capability do not have to invest in hardware, software or staff to operate the system.A cloud-based platform, this IVR technology is part of Angel’s efforts to improve the overall caller experience.
When new customers call into the system, sales reps can take doctor or patient information in an automated fashion, eliminating the need to go to the doctor’s office to take orders. The IVR will allow doctors to monitor patients more closely as they can call in vital data available for retrieval by the physician.
A recent TMC (News - Alert) article captured the importance of this IVR technology, highlighting that it uses smarter technology from Micro Strategies to go beyond the run-of-the-mill voice application processes. Angel is steering clearly towards a solid mission of putting the caller first, focus on the end-caller, and that maintaining superior customer experience has always been the most important thing.
According to company officials, the new IVR technology offers fully integrated chat, SMS, real-time transcriptions, better integration with workforce management, CTI (News - Alert) integration, voice biometrics and a setup process that allows for easy enrollment.
The software will then store everything about the caller to create a profile on that individual. This helps to improve the customer experience for all involved.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.Edited by Stefania Viscusi