Interactive Voice Response
Interactive voice response (IVR) is a basic technology that allows human-machine interaction. While customers interact with IVR systems by speaking or dialing; IVR interacts with customers via prerecorded or dynamically generated audio.
IVR technology allows customers to navigate a call center menu and complete various transactions. Using IVR systems increases self-service rates which result in incoming calls, lower operational costs, and increased productivity.
Enhanced Customer Service
IVR offers services 24/7. This means customers can use these systems at any time of their convenience and get the service they need. IVR contributes to a personalized experience by addressing a customer by name. So, IVR enhances customer experience through practical self-service and personalized messages.
IVR offers an effective call routing solution without the need for a live agent. Since customers can self-serve through IVR, organizations’ dependency on live agents decreases. This means lower operational costs and higher efficiency for organizations.
Automated Outbound Dialer solution Sestek DialerVox provides an alternative way that is more interactive, cost-efficient, and practical.
This speech-activated solution automatically transfers callers to the right destination without the need for a live agent.
With Sestek Speech Recognition, machines and applications can understand user commands in spoken language.
Sestek Text-to-Speech vocalizes texts in real time in a clear and human-like way.
Everyone’s voice is unique, just like their fingerprints or iris. Unlike PINs, passwords and answers to challenge questions, voice biometrics can’t be compromised without the knowledge of the voice’s owner.
Natural Language Processing
Sestek Natural Language Processing enables human-machine interaction in natural dialog, allowing users to speak to systems in their own words rather than through a menu of fixed phrases.
Artificial Intelligence (AI)
Artificial intelligence (AI) is the simulation of human intelligence processes by machines, especially computer systems.
IVR is the technology for providing fast and friendly self-service to your customers. This technology uses natural language processing to enable human-like interactions with IVR systems.
Sestek Call Recording captures all call center interactions and separate customer and agent audio through stereo recording.