Imagine that in your contact center there are robotic autoresponders that are able to build a personalized dialogue with the client during mass outbound campaigns, as well as receive and route incoming calls through voice recognition and text-to-voice functions
The system recognizes in the client's speech key words, phrases according to which a preconfigured dialogue script should be used (in selecting menu items, providing information). This voice navigation allows you to build a dialogue with subscribers without voice dialing.
Each call is registered in the system, every conversation and / or key phrases are recorded in both audio and text format for further analysis
Allows you to read and voice dynamically updated (hourly and every minute) information, which can be found both on internal resources (for example, CRM system) so external, that is, web sites, portals, etc. It makes possible personalized access to a familiar system to the subscriber.
The system is capable of receiving calls itself, not only by routing, but also informing the customer about the order, balance, arrears, actions, using existing instructions, documents, data from the accounting system.
XRM does not just read out the texts, numbers, data - but also listens to the client, recognizes the expected words and phrases in his speech, which makes it possible to change the script of the dialogue and the actions to be performed.
The system dials to the subscriber on the phone list from the database independently and at the moment of connection connects a voice message or a voice menu with which the subscriber listens for a message prepared in advance for him.
This mode is convenient for customer notifications, for example, about the terms or amounts of arrears, about new products and opportunities. Call campaigns in automatic mode can be carried out during non-working hours of the main contact-center of the company.