SpeechCycle Reaches 50,000,000 Automated Interactions

Just wanted to tout an article from Call Centre Clinic featuring one of our partners, SpeechCycle. They have hosted with us since 2002. The technique for which they credit their astounding success in automation is called delegation. Below is an excerpt from Roberto’s recent blog.компютри

The reason for this dramatic increase in automation performance is simple, and is called “delegation”. Rather than having callers perform certain operations or provide certain pieces of information, the dialog system delegates other systems and information repositories to do that. We like to say: “The best question is a question not asked,” to stress on the fact that if there are other ways to collect some pieces of information other that asking the caller, that should be done. By delegating the collection of information or the performing of some actions to external enterprise backends rather than to the caller would lead to better interaction experience and higher automation. Read the whole blog…

It just makes common sense to use the tools you have. Reverse ANI lookup, databases with customer information and configurations, and, when you do need to put a call through to an agent, CTI to pass in any information you have gathered to streamline the call and enhance the user experience. Some of our customers have balked at the additional cost, but when you can quantify the cost of an unhappy caller anecdotally or graphically they usually come around..