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CIS: June 23, 2009 eNewsLetter
June 23, 2009

eGain Offers Intelligence, Reasoning To IVR Self-Service

By Brendan B. Read, Senior Contributing Editor

One of the most common annoying facets of using IVR self-service whether DTMF a.k.a TouchTone IVR or speech recognition, is the lack of intelligence on the other side, namely in how the answers are presented and the interactions are conducted. The phrase ‘dumb machine’ comes to mind. Naturally the more difficult the questions the more likely the zeros outs to live agents, which raises costs and forces either higher prices or less service including longer queues.



 
eGain hopes to change all that by making voice self-service customer-friendlier with eGain IVR. eGain IVR, which the firm says is the first of its kind, enables superior phone self-service experiences by adding human-like intelligence to IVR DTMF or speech and unifying it with other interaction channels, including web self-service.
 
The solution is an integral part of eGain’s suite for multichannel customer service, eGain Service. It reduces the total cost of ownership (TCO) of multichannel self-service and customer service operational costs, while enabling end-customers to accomplish more through IVR by cutting unnecessary calls to live agents.
 
eGain IVR comes in two versions:
 
1.                    eGain IVR (Standard), which helps handle informational and transactional customer service queries, using the capabilities of the eGain platform, such as the common multichannel knowledge base, interaction records, customer database, and integration with back end systems.
2.                    eGain IVR (Advanced), in addition to the standard solution, includes the Guided Help module, which uses the patented case based reasoning (CBR) technology of eGain Inference® Reasoning Engine.
 
eGain IVR uses CBR technology to capture agent expertise in the knowledge base and prompt customers with appropriate questions in a way that the best agents would, until an answer or the ‘next best step’ is found. Interactions are flexible and efficient, avoiding the rigid and long paths that are so common in traditional IVR scripts.
 
By enabling interactive dialogs that simulate customer conversations with the best agents, the module allows businesses to offer self-service for complex interactions that would usually need the intervention of experts. Examples of these interactions include troubleshooting, offering expert advice, and cross-selling and up selling within the context of service.
 
With eGain IVR, businesses can:
  •           Allow IVR users to access the same information and complete the same transactions that they would be able to accomplish through other channels.
  •           Offer context-aware escalation to multiple channels, including live agent channels, such as phone and chat, and asynchronous agent channels, such as e-mail.
  •           Easily tune and change content and processes across the IVR and other channels with the Author Once knowledge base capability.
  •           Manage performance with powerful multichannel reports across IVR and other channels.
 As part of eGain Service, eGain IVR enables ‘same page’ consistency in the tone, course, and content of conversations across self-service and agent-assisted service through the phone and electronic channels. This will improve customer service and satisfaction. Customers expect firms to be up to speed on them especially on incomplete transaction and unresolved issues when they contact your organization regardless of channel.
 
All eGain Service applications use the same workflows, knowledge base, customer interaction records, and reports. Unified interaction logic and content reduce the setup cost and time associated with IVR and other channels, speeding up time-to-benefit. It also means less complex programming and reprogramming the IVR systems as business processes change. Single-sourcing of content and best-practice interactions leads to low TCO, as well. 
 
“The benefits of fixing voice self-service are very high as the phone continues to be an important interaction channel for customers,” says Ashu Roy, chairman and CEO of eGain, in a statement. “When IVR customer service is part of a unified customer interaction hub, businesses are able to offer exceptional IVR and cross-channel customer experiences in a cost-effective manner.”

Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.

Edited by Amy Tierney

(source: http://ivr.tmcnet.com/topics/ivr-voicexml/articles/58517-ega-offers-intelligence-reasoning-ivr-self-service.htm)








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