In the beginning, the qualification of incoming calls was the main service provided by interactive voice servers. This was implemented first at call centers and progressively throughout entire companies, both large and small.
The goal was to welcome customers in the fastest and friendliest way possible before orienting them toward the person or service most appropriate for handling customer requests. Automatic reception continues to undergo significant transformations, including the use of speech recognition in natural language and the intelligent personalization of the welcome and services.
· Automated attendance and call routing at a call center:
Ensures first contact with the customer. Allows asking the reason for calling, which will then be processed by another automatic voice module or by transfer to a call-center agent with the required qualifications. Manages waiting strategies or dissuasion in case of overflow.
· Routing of calls trough the enterprise:
Using a voice directory, the caller can reach a person or service using a name, the company organization chart or even the type of service or product concerned.
· Delivery of dynamic messages (“flashes”):
Allows including general or personal messages, with contents updated on line by business teams specialized in customer relationship management.
· Call-back requests:
If the service or person desired is not available, a call-back request to a particular number at a specified time can be recorded along with a voice mail. The request and the voice mail are stored in a database or sent directly by e-mail to the recipient.
· Caller identification:
Allows identifying the customer or prospect who is calling, either automatically using the caller’s number or from information provided by the caller (customer or contract number, telephone, zip code, address, name, etc.) that is retrieved from the company’s CRM database or directory. Preliminary identification of the caller allows personalizing the rest of the dialog, most notably using menu options.
· Call transfer with context attached:
When the requested person or service has been reached, the call is transferred to the recipient’s extension with dynamically attached information that allows calling up the customer’s file on a computer screen and providing a summary of the information collected by the voice server.