Next Steps

Introduction to the intelligent Customer Front Door

Date: Wednesday 5th March 2008
Recorded Archive Available Now

The iCFD (intelligent Customer Front Door) is a call routing application which:

  • Collects caller intent, based on what they say, using speech recognition
  • Determines how to treat the call based on that input and feedback from the back-end systems, CRM systems, agent availability and other pertinent data.
  • Determines pro-actively where the caller should be routed and what service should be provided, (whether agent assisted or self service).

Discover how to enhance the customer experience through case study successes. Create tangible results as illustrated by a leading European airline and European telecommunications company. Hear their stories.

Speaker Verification & Caller Authentication

Date: Wednesday 26th March 2008
10h30 GMT
Recorded Archive Available Now

Identity theft is on the increase. Are callers who they say they are? How can you be sure? Find out how new technologies can reduce such fears, protect customer data and generally improve the customer experience.

  • Reduce call lengths through voice "thumbprints" authenticating callers
  • Testing at the start of a call can offer huge benefits - faster call conclusion for callers and cost reductions for the company
  • Although currently seen mostly in the finance sector, this technology offers the same benefits to all vertical sectors.

Hear how some key blue chip customers have implemented these technologies with exceptional results for both parties.

A Picture Speaks a Thousand Words - Adding Images to the IVR Experience

Date: Wednesday 30th July 2008
10h30 GMT
Recorded Archive Available Now

Calling into an IVR is usually painful and time-consuming, listening to important but long lists. Adding a visual dimension enhances this calling experience, yet still keeps the caller in a self-service system.

  • Increase the effectiveness of your IVR with the integration of images and video.
  • See information in an easily understood visual format, as well as hearing it, which increases customer satisfaction.
  • Enhance customer service and sales environments in any vertical sector

Hear examples of how and where video and images can be integrated into your IVR. It's not the future - it's here today!

Why are you Putting Your Customers on Hold? Call Them Back!

Date: Wednesday 9th July 2008
10h30 GMT
Recorded Archive Available Now

Raise customer satisfaction levels and reduce agent stress with a callback program. Instead of making customers wait on hold when the queue in the call centre is high, call them back at a time convenient to them and to your agents.

  • Allow customers to retain their place in the queue without wasting time on hold
  • Increase customer satisfaction and loyalty
  • Improve agent satisfaction

We'll look at how this creates a win-win situation, using real case studies from across Europe.