December 17, 2012
SpeechStorm's Fellini Software Offers Map Through IVR System
By Steve Anderson
Contributing TMCnet Writer
The proper use of an interactive voice response (IVR) system is widely known to offer several major benefits for enterprise users. Providing a way for customers to get simple questions answered without the need to commit live agents; providing a way to get questions answered at any time of the day or night; and providing a way to get the best possible information to customers by refining their questions all offer distinct values to the organization. Helping to refine that further is Fellini, a new breed of software from SpeechStorm (News - Alert).
Fellini allows for a kind of map to be built of an IVR system. Fellini takes its cues from actual customer behavior and can, essentially, show how customers with certain questions will proceed through the menu functions of an IVR system. With that information in hand, enterprise users can then tinker with their IVR systems accordingly to provide better and faster results, which commonly results in greater customer satisfaction.
Fellini's "Customer Journeys" module not only tracks the paths taken – allowing companies to see at a glance how many customers went on to bill-paying options after hearing their balances, for example, but also allows those various pathways to be summarized by a select period of days, weeks or even months, showing the long-term differences as readily as the short-term features.
This even allows for the tracking of response rates to things like special promotional offers and comparisons between at what points in the call those offers are made and how often they're accepted.
Oliver Lennon, the CEO and co-founder of SpeechStorm, elaborated on the value of the Fellini software by saying "The initial reaction from customers and prospects that have seen Customer Journeys is: ‘Wow! This is what we’ve been crying out for!’ For many of them, designing effective callflows has been a bit of a black art, so we’re really excited to see how they adapt their IVRs based on a real understanding of end-to-end customer behavior.”
Those interested in getting their hands on Fellini, and running it through their own IVR systems, can get it either as a standalone system or as an SaaS (News - Alert) release from SpeechStorm directly.
It's clear that the more an enterprise knows about its IVR system, the better job it can do of setting up said IVR to meet customer needs and, in turn, improve the outcome for both customers and the enterprise alike. Using a program such as SpeechStorm's Fellini to run through IVR menus based on past customer performance ultimately allows for an easy way to see just where the improvements most need to be made, and therefore, where they're already having effect.
That's a recipe for continuous improvement, and a great way for businesses to achieve their goals.
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Edited by Allison Boccamazzo