We all know that customers hate the IVR. They are pushing "0" for the next available agent before they even hear all of the prompts. But the fact is, they don't have to hate it. When it works properly, customers love it. The right IVR saves them time and effort by adapting to their behaviors.
The more customers can solve issues within the IVR without pressing that costly "0" for an agent, the more time your agents have to help solve more complex cases. Productivity and satisfaction rates are on the rise before you know it. But the real value is in the data. Not only do we capture this data, we help you analyze and apply it to continuously improve your IVR and your contact center performance.
What if you could measure, analyze, and dynamically adapt the customer experience to how specific callers actually behave in your IVR? That’s the appeal of Adaptive Personalization. It's a powerful combination of technology and analytics that measures how callers actually behave in your IVR. Then, it applies this intelligence to tailor the customer experience on the fly, for every caller, within every call, every time. And only Contact Solutions has it.
Conventional self-service gets a bad rap for frustrating customers. On the flip side, brand owners are fed up with poor self-service too, because they lose billions every year to poor service and customer defections. We help you solve that problem with personalization technology that bridges the gap between what your customers expect, and the level of service your organization delivers.
With every interaction, across every channel, customers are telling you more and more about their habits, preferences, and behaviors. Essentially building a picture of what they want self-service to be. Properly collecting and analyzing this data clarifies this picture for you, empowering you to meet specific their expectations.
The information you need to keep your call center running smoothly comes from multiple channels: IVR, chat, mobile, whatever. Which means it’s hard to step back and see the big picture, and even harder to figure out how to capitalize on it. With our self-service platform, and intuitive dashboards and reports, you get fast, easy access to tons of Contact Solutions customer interaction data, to make smarter business decisions.
Customers may hate the thought of calling a company's contact center but if they call and can't get in due to a network outage, they get even madder. Contact Solutions' fortified, self-service cloud platform offers zero-downtime reliability that you pass on to your customers.
Network outages freak people out. And if your job is to run customer service operations, they must certainly freak you out too. If your network gets breached or service goes down from bad weather, a software glitch, whatever, it could undermine your brand and your credibility with the C-Suite as well. Contact Solutions offers no outages, no downtime... and zero network drama.
Notifications say more than you think. In emergency situations, proactive notifications alleviate customer frustration. And personalized customer welcome messages, appointment reminders and satisfaction surveys say that you give a good CX about great customer care.
How can notifications help your operations? Outbound customer communications reduce inbound calls to live agents and speed customer service for routine calls. They also make a statement about reducing contact center operating costs.
Let's face it. Privacy fears have gone mainstream, fueled by giant data breaches at Target, Home Depot, Sony, etc. Customers need to feel protected when it comes to providing personal information to companies. In other words, you not only need to earn their trust and loyalty, you need to work to keep it. Contact Solutions Fraud Prevention does the work for you.
Some companies see revenue loss from fraud as just a cost of doing business. In reality, fraud is hurting much more than your bottom line, it has a huge impact on your reputation. Your contact center and its agents are at the front line fighting to protect your customers and your company from fraud. Equip them with the best tools to do so.
Today's customers expect to be engaged differently. Because we all engage differently. We live and die by our mobile devices. Our hearts stop during that millisecond that we can't find our smartphones. These helpful (and addictive) devices have changed us dramatically. Customer service needs to evolve with the customers that use it. Contact Solutions helps you stay ahead of that curve with a complete, omnichannel digital engagement solution.
Of course, less frustrated customers equals less frustrated agents. But it's even more than that. It's also about empowering your agents with vital customer information before their interactions even starts. This increases productivity by speeding up resolution times, promoting multi-tasking and reducing escalations.
Life is complicated enough for your constituents. So why make it even harder to get the assistance they need? When constituents contact EBT, DMV, MMIS, SDUs, and other programs, they need assistance fast. They may need to get a casework question answered, renew a license, pay taxes, or apply for benefits. Whatever the situation, making constituents work harder to get the assistance they need, is a satisfaction killer. The right IVR provides 24x7x365 self-service capabilities that can resolve citizen issues at any time, increasing constituent satisfaction and freeing your call center and agent hours to handle more complex cases.
One of the big differences between commercial and government agency contact centers are the types of issues they handle. When citizens call agencies, they are not calling because they misplaced their membership card to their favorite coffee house. They have real, life-disrupting issues that require urgent resolution. This puts an entirely new level of pressure on your contact center agents. Features like outbound notifications, caller personalization, and a zero-downtime cloud platform mitigate high call volumes and increase agent productivity.
With the explosion of the mobile lifestyle, your constituents are more digital, more connected than ever. Which means that they expect 24X7X365 access to your agency across digital channels– including mobile apps, the web, and mobile web. Figuring out how to do that, could be the difference between success and failure for program administrators like you.
We understand the reality of contact centers. Yes, constituent satisfaction is important but agent satisfaction and operations integration is just as important when it comes to implementing new technology. Our government solutions are just as focused on addressing internal agency challenges.
Let's face it. Privacy fears have gone mainstream, fueled by giant data breaches at Target, Home Depot, Sony, etc. And these fears can impact your relationship with your constituents. Protecting constituent data has never been more important. Contact Solutions exceeds compliance requirements to help you protect it.
As a government agency, you are responsible for protecting highly sensitive constituent data. Your contact center and its agents are at the front line fighting to protect your constituents from fraud and they must to be equipped to do so. Our multi-layered fraud prevention uses over 60 parameters of caller behavior to help detect and mitigate fraud.