VoiceSage bridges the gap between efficiency and personalisation
New automated voice technology optimises productivity and eliminates financial need to offshore
VoiceSage, has announced the launch of its Customer Contact solution which offers an easy-to-use, cost-effective way for companies to communicate en masse with customers whilst still maintaining a personal touch. VoiceSage Customer Contact allows businesses to easily customise, manage and modify outgoing voice messages, providing a superior alternative to basic predictive diallers, which can damage company perception and contravene external regulations.
The solution helps businesses to improve productivity and optimise the deployment of customer service personnel and resources, by directing only those customers who require further assistance – or who express a particular interest – over to human agents. In this way, VoiceSage’s automated voice messaging can help companies battling against the financial pressure to offshore to reduce costs, better utilise existing staff and retain their UK operations. However, this does not come at the expense of personalisation – key to avoiding customer churn – as messages can be customised with recipients’ names and any other specific details if required.
In addition, the solution is able to intelligently recognise whether it has reached the intended person or an answer machine, cutting out the time and expense of call centre agents doing the same job. Once the customer is reached, they can then be routed to a human agent if required, allowing staff to focus only on higher value business, and decrease the volume of outbound calls they are forced to make. If an answer phone is detected, VoiceSage Customer Contact can be used to leave a personalised voicemail. Alternatively, it can be configured to automatically send a text message.
The Customer Contact solution is web-based, available on-demand and accessible via a simple browser, thus removing the need for expensive, upfront and complex hardware or software installations. This places businesses in immediate and complete control of their consumer communications campaigns. Furthermore, the solution can be easily and quickly integrated with existing business IT systems if required, to enable further personalisation within messages.
“Problems such as silent calls can seriously jeopardise customer relations, as well as invoking the wrath of Ofcom. Customer Contact enables companies to overcome the negativity associated with this type of non-human contact for customer services by providing a ‘third way’ in contact centre solutions, combining operational efficiency and personalisation to maximise both internal and external value,” said Mark Oppermann, business development director at VoiceSage. “Furthermore, the solution can also help the growing number of businesses facing a customer backlash over offshoring, enabling them to remain in the UK and achieve the same cost-savings, by utilising fewer resources.”
VoiceSage Customer Contact is also able to handle campaigns as part of a managed service offering, removing the management burden from businesses. It is available worldwide now, from VoiceSage partners or direct from VoiceSage.
