Integrated Self-Service
CSI IVR applications integrate extremely well with the contact center, which means that customer service levels often increase as the automation rates increase. CSI understands how to integrate your self-service applications with your other enterprise applications better than any other company, which ensures that your customers can achieve what they need from the IVR application and more. Customers calling your contact center want to get their correct information as quickly as possible. Our applications are designed to ensure that if the caller wants to speak to a live agent, the integration between the IVR and live agent is never an issue.
CSI IVR applications are built to pass on the data the contact center needs to satisfy the caller, if the caller chooses to opt out to a live agent. By doing this, the live agent has the data they need to quickly service the customer and decrease the amount of time they spend on the call. Customers do not want to waste their time re-entering previously entered information. We integrate with the contact center and provide an elegant transfer to the live agent if necessary. For example, the caller may be happy with the automated balance they got from the IVR, but they may also want to dispute a particular charge, which requires a live agent. By seamlessly integrating with the contact center through the use of CTI, the live agent will have the data in front of them and know what they need to do to handle the customer's request.
By accounting for this type of integration with every application we deploy, we help our clients increase customer satisfaction.
Other benefits our clients have experienced are:
Active management of applications: CSI constantly monitors the applications we run to ensure that they are performing at the highest level. This is accomplished by reviewing IVR statistical and termination point reports on a regular basis, as well as coordinating with the contact center to understand where callers are exiting the IVR and why. We proactively make recommendations to improve the call completion rate in the IVR. The improvements vary from call flow routing changes, to underlying IVR functionality changes, (e.g. how many times the IVR repeats a prompt before transferring the caller out to a live agent) to increased functionality through additional integrations to the IVR.
End to End Monitoring of all IVR Components: With a 24 by 7 Network Operations Center and customized application level monitoring tools, CSI provides uninterrupted IVR uptime not only at the hardware and software level, but also at the application integration and performance levels. Customized monitoring tools provide real-time alerts when integrations with host databases are not performing correctly or when application business logic parameters are not being met (e.g. providers are not receiving claims information within a pre-defined time range).
Hot Site Disaster Recovery: With two completely independent platform locations in Virginia and Texas CSI is able to provide Hot Site Disaster Recovery for all of our applications. In addition, our shared service approach allows for significant amounts of extremely high call volume capacity, meaning that even in the most unusual of circumstances such as a weather related disaster, CSI can handle call volumes many times normal call volume patterns without ever playing a busy or putting callers on hold. (For example, during Katrina, our Mississippi debit card application which averaged about 15,000 calls per day spiked up to over 105,000 calls in a single day. CSI handled all those calls without any delay or interruption of service.)
Sophisticated Real Time Reporting Services: Web enabled capabilities and multiple output formats such as HTML web view, PDF, Excel, etc., as well as standard and custom application reporting, give CSI the ability to provide our customers with the detailed call volume and application performance statistics they need to allow them to analyze and make adjustments to the performance of the IVR applications.
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