Voice Response Systems-Voice Automation

Voice automation, the handling of telephone-based customer processes via an interactive voice response system that is controlled by the caller’s voice, is becoming ever more important. Because increasing automation in dialogue with customers now makes it possible, for the first time, to reduce costs while at the same time improving quality.

Voice automation is particularly suitable for companies that                   

• receive large numbers of calls from customers
• would like to handle general routine tasks in an automated way
• want to boost customer satisfaction
• want to free up staff resources and reduce costs

The advantages

• Reduction of waiting times for callers
• Creation of resources for new/high-quality services
• Removal of bottlenecks
• Increased availability outside normal office hours
• Reduction of productivity costs

Interactive voice response systems are very well received by callers if they

• save time by eliminating waiting times
• ensure high availability (ideally 24 hours)
• eliminate repeated onward connection of calls
• are easy to use and
• have a clearly structured customer dialogue