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Phone interaction still remains the leading contact channel for
contact center and business process outsourcing. Stream's
sophisticated interactive voice response (IVR) technology provides
relevant support assistance before customers reach a support
professional so their support experience is as streamlined as
possible. Many customers receive the information they need to
resolve their issue directly from the IVR, which increases customer
satisfaction, reduces client cost and enables support professionals
to focus on more complex inquiries, build brand loyalty and promote
upsell/cross-sell opportunities.
For calls requiring support professional interaction, Stream's
IVR gathers relevant information about the caller, then gives it to
the support professional via screen-pops prior to live interaction.
This system provides the customer with better service through quick
handle times and knowledgeable responses. Once the call is
complete, Stream offers the option of automated after-call surveys
to gauge customer satisfaction. Stream's IVR solutions:
Leverage industry-leading IVR
platforms
Use CTI capabilities to maximize information
available to support professionals
Integrate seamlessly with other technologies in
our service centers
Provide meaningful standard and custom
reports
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