Frequently Asked Questions

 

Why are Rich Phone Applications superior to traditional IVR?

Traditional IVRs

  • Traditional IVRs take a long time to build and provide only surface-level enterprise integration
  • IVR flows represent a “snapshot in time,” and are often out of synch with other customer interaction channels
  • The hand-off between IVRs and live agents is inefficient and a significant source of customer frustration

Rich Phone Applications

  • Extend the value of BPM, CRM and KM and other enterprise systems to the dominant customer touch point
  • Offer out-of-the-box integration with customer data and business processes
  • Seamlessly transition calls to live agents
  • Asynchronous execution of processes optimizes the customer experience by shortening the time to resolution
  • Personalization ensures a relevant, in-context customer experience
  • Self-improving dialog management based on user-generated input

I already have an IVR—so how does this fit in?

SpeechCycle LevelOne Agents can be deployed in a number of different ways:

  • By leveraging an existing speech IVR infrastructure that supports open standards VXML 2.X (Voice XML), such as Aspect, Avaya, Cisco, Genesys and Holly Connects
  • By using a managed service model that operates in parallel with an existing speech IVR infrastructure

I already have Account Balance and Bill Payment applications, so why do I need LevelOne Billing Agent?

  • LevelOne Billing Agent offers much more than just account balance and bill payment functions, which only serve a small percentage of callers who have billing questions (this is evidenced by the fact that the single largest call driver into service provider call centers is billing inquiries at 35%+)
  • LevelOne Billing Agent can handle a broad set of billing inquiries which are not just FAQ-based, but personalized to the customer’s specific bill. Some of the features/benefits of the LevelOne Billing Agent include:
  • Rich Feature Set
    • Natural language speech recognition
    • Personalized explanation of pro-ration
    • Bill dissection, with explanation of specific line items
    • History-based call reason assumption
    • Promotional up-sell capability
  • Deep Integration
    • Personalized experience
    • Reduced AHT
    • Higher customer satisfaction
    • Outbound email (promotion/level change, account changes, etc.)
  • User Experience
    • Shortened wait times
    • No irrelevant verbiage or unneeded confirmation
    • Collects information only when necessary

I am concerned about caller experience. How do I know that LevelOne Agent applications will not frustrate my callers?

LevelOne Agents are integrated with BPM and CRM systems meet to the primary requirements for delivering a superior customer experience—making the customer experience:

  • Uniquely personal
  • Consistently simple
  • Immediately valuable

SpeechCycle’s focus on the customer experience, along with the systems and processes to support them, enables a self-service offering that is vastly superior to standalone IVR products.

Additional customer experience features included with LevelOne Agents include:

  • Natural language grammars that provide superior speech recognition capability
  • Global operator grammar that allows the caller to ask for agent at anytime
  • Global “mis-recognition” counter that remembers the number of speech errors during the course of a call and responds appropriately to prevent caller frustration
  • Seamless hand-off to live agent

Do I have the ability to modify LevelOne Agenst myself?

Yes, in two ways:

  • RPA Express comes with a drag and drop IDE development tool that can be used to modify the behavior of LevelOne Agents at design time
  • Run-time adjustments can be made through a web interface, which is designed to allow customers to make limited changes to prompts, but not for altering call flow

My requirements are unique; can the LevelOne Agents be customized to meet my needs?

LevelOne Agent are composed of both predefined and custom application building blocks called RPA Interaction Providers, which can be modified to accommodate a customer’s specific needs.

If calls are not completely resolved by the LevelOne Agents, how can I make sure my agents are able to continue the call in context?

LevelOne Agents are tightly integrated with the agent desktop tools; as a result, all interactions become a part of the customer record. And, if the LevelOne Agent is walking the caller through a pre-defined business process, escalation to a live agent will continue with the next step in the process.

We Can Help

Want to learn more about SpeechCycle solutions?

Be Enriched

Download the white paper:

Learn More

Watch the Web Event: