Increase IVR Solution Efficiency with Text-to-speech
When you want to personalize an Interactive Voice Response (IVR) solution dialogue with customers, it's almost impossible to record every possible message combination. Greeting customers by their name? Informing customers of why their plane has been delayed? Letting customers know the name of the person who signed for the parcel they sent? Process online transactions, bill payments, account balances, inventory, flight information, etc.
Text-to-speech (TTS) is a software component that integrates with the IVR solution. TTS is a technology that allows you to create a real-time link between text-based content in your database and a customer awaiting an immediate reply and can read any text out loud without knowing the vocabulary, the names, the numbers or codes contained in the text. This technology is mature; it has been validated by market deployments and is already largely used in telephony services provided by carriers and enterprises alike.
TTS IVR applications have grown past the "robotic" sounding voice from the 90's. It's now so close to the human voice that it's difficult to tell the difference between them.
Benefits of Using Text-to-speech IVR
- Reduce costs: cuts the cost of voice driven applications by reducing or eliminating the need for prerecorded prompts
- Drive revenue: customers are able to buy products and services over the phone more easily while customer service agents can be redeployed as sales representatives, take advantage of up-sell and cross sell opportunities
- Improve satisfaction: improve customer satisfaction by providing personalization to your phone system and by eliminating frustrating lengthy menus. Improve agent satisfaction by offloading repetitive tasks.
- Differentiate yourself from the competition: provide a better customer experience than your competitors and ensure your brand is consistent across all channels including the phone
- Add flexibility and speed to service of automated applications
- Increase caller efficiency: reduce complexities, intelligent menus, business process
- Even limited vocabulary routines, like amounts, numbers and dates, can benefit from TTS because it allows additions to the applications at a later date quickly with the same voice, maintaining your corporate personality
- Operational efficiency: increase first call resolution, increase IVR containment, reduce average handle time
- Brand identification: Create a signature voice for your company´s telephony applications by creating a custom voice
- Proactive communication: instead of waiting for customers to call your company, outbound solutions allow you to proactively reach out to customers through a variety of channels and applications
- Customer self-service/automation in contact centers: clients have experienced an inbound call automation level of 20 to 70 per cent depending on the business segment when introducing text-to-speech, while significantly increasing user satisfaction due to the flexibility and availability of the system
Building powerful text-to-speech IVR applications with Pronexus VBVoice™ will increase caller and operational efficiency and satisfaction.
Contact your account manager or the Pronexus Sales Team today for more information on text-to-speech IVR solutions.
