In this digital age, consumers seek to have an omni-channel, smart interactive voice response (IVR) experience that can seamlessly connect through the Web, voice, mobile, and social media touch-points as required to increase productivity. Catering to this need, California-based 7 has released a major version of its predictive, cloud-based speech self-service solution, 7 Speech.
As a developer of intuitive customer experience solutions, 7 provides a platform and applications that use big data and predictive analytics to understand customers and drive better service and sales results for large enterprises.
The latest release of 7 Speech is innovative and smarter because omni-channel data is used to predict caller intent, says 7. Since the solution combines prediction with natural language and omni-channel experience design, its conversations are more engaging.
It also invokes a visual experience, callback or mobile chat session from within the call-making IVR which is integral to digital customer engagement on mobile devices.
When juxtaposed against legacy IVRs, 7 Speech’s intent-driven experiences can increase self-service rates by up to 25 percent, raise call completion rates up to 90 percent, reduce IVR call duration up to 30 percent, save customers' time, and above all, drive higher customer satisfaction scores (CSAT) and net promoter scores (NPS).
Besides being smart, the 7 Speech collates insights from the customer's activities in other channels, devices and sessions, while considering who they are, what they did on the Web or in mobile apps, and what they tried before calling the 800 number, to predict why a customer is calling. Eventually, these features will provide customers with a more relevant and personalized IVR experience.
Apart from lowering total cost of ownership and reducing deployment risk for the business, 7 Speech simplifies information-heavy tasks or transactions. Currently, the IVR-to-chat experience can be delivered via a smartphone, tablet or desktop, keeping the customer's experience on the customer's terms.
"Every touch-point is an opportunity to engage the customer and the IVR is no different. 7 Speech embraces the digitization that the smartphone offers, enabling the enterprise to craft a compelling customer experience," said PV Kannan, co-founder and chief executive officer of 7, in a statement. "All companies need to be digitizing their channels and this is the way to digitize the IVR."
According to the company, 7 Speech is available as an integrated part of a cloud-based solution spanning voice, Web, mobile, and chat engagement or standalone as a cloud-based IVR solution.
Edited by Rory J. Thompson