SpeechStorm (News - Alert), a phone-based and mobile customer service solution provider, has risen to a new level of interactive voice response (IVR) awareness, having just revealed its new Italian-inspired IVR software, code-named Fellini.
What makes this application especially intriguing is its Customer Journeys module, which displays the end-to-end paths taken by customers through self-service applications such as IVR.
Customer Journeys comes fully integrated with the company’s pre-built, self-service applications, automatically tracking paths taken by every customer using the IVR. This software provides the ultimate benefit of being able to summarize these individual paths into tables based on days, weeks or months – depicting a graphical journey map showing the most popular routes and their outcomes, as reported today by Destination CRM.
Even more, it highlights the top 10 most popular journeys for a selected period, as well as reveals both the numbers and percentages of calls made and the descriptions of each. Lines of varying thickness even depict higher or lower call volumes.
By enabling the user to select a specific start point, end point or module used to understand what happens up to that point, from that point forward or all journeys involving that step, SpeechStorm’s Customer Journeys serves as a incredibly unique and thorough tool for providing the most enhanced and smooth IVR on the market.
What may be best of all is that upgrading Fellini into a business’ existing SpeechStorm IVR implementation requires no changes to their existing business applications. “Customers simply enable Customer Journeys and its more detailed insight is immediately available,” Destination CRM explains.
SpeechStorm CEO and Co-founder, Oliver Lennon, explained how the technology is currently faring among the newest of its users, 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 call flows 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.”
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.
Edited by Rich Steeves