IQVIA Deploy an Auto-Attendant Related Articles 7 Misconceptions About AI-Based Auto QM in Contact Centres What Is an Auto Dialler? Free Auto Scheduling Tools 3 Ways Auto Call Summaries Streamline Contact Centres © Sensvector-Adobe Stock-389670225 409 Filed under - Contact Centre News, Five9 Earlier this year IQVIA deployed an auto-attendant with Five9 IVA and got great results. Previously, IQVIA had a DTMF-based auto-attendant that customers found difficult to use. The result, customers often zeroed out to “get to a human” faster. Unfortunately, this meant that the agent they were routed to didn’t always have the right skills to help them. The result? More call transfers and longer call times as agents did their best to help customers, even though they might not be experts on what the customers called about. IQVIA decided to deploy an auto-attendant application so customers could more easily share the reason for their call. Five9 IVA proved to be an ideal solution to help IQVIA provide a better customer experience. It was deployed for IQVIA as an auto-attendant to allow customers to simply say what they were calling about. This flat menu significantly reduced the effort required from customers and resulted in a much higher percentage of correctly routed calls. In fact, with very little professional services training, the application was able to route 87% of callers correctly based on their first attempt and 93% after a re-prompt from the virtual agent. It took less than two weeks to set up the application, which is an incredible testament to the AI-based speech recognition of this new generation of machine-to-human software. IQVIA saw transfer rates from agent to agent drop to less than 1% with the new solution. And in addition to improving the customers’ experience, the improved routing produced a 15% reduction in average handle time. Agents were able to help customers more effectively because they had the correct skills for the type of issue the customer was experiencing. This is a great example because it is a practical approach to the use of AI that has immediate and tangible benefits to the business. This news story has been re-published by kind permission of Five9 – View the original post This blog post has been re-published by kind permission of Five9 – View the Original Article For more information about Five9 - visit the Five9 Website About Five9 Five9 provides end-to-end solutions with omnichannel routing, analytics, WFO, and AI to increase agent productivity and deliver tangible business results. Read other posts by Five9 Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper. Author: Five9 Published On: 14th Apr 2021 - Last modified: 20th Apr 2021 Read more about - Contact Centre News, Five9 Recommended Articles 7 Misconceptions About AI-Based Auto QM in Contact Centres What Is an Auto Dialler? Free Auto Scheduling Tools 3 Ways Auto Call Summaries Streamline Contact Centres Related Reports Webinar Replay: 5 Clever Ways to Improve Your Service Levels eBook: Customer Success Stories 2024 A Buyers Guide to Selecting a CCaaS and CX Provider eBook: How to Blend People and Technology in a Budget Friendly Way Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter