The world of Customer Service is changing. The human element is becoming less crucial as customers turn to quick, self-service ways of finding information or for solving their problems. Indeed, Gartner predicts that by 2020 a customer will manage 85% of the relationship with an Enterprise without ever interacting with a person. The pressure is on for businesses to remain competitive whilst investing in the technology to satisfy the increasingly-complex demands of their customers.
GCI's Cloud-based Interactive Voice Response (IVR) platform provides a means for your customers to interact with services directly, making choices at the push of a button or even just speaking by using Advanced Speech Recognition (ASR) and Text to Speech (TTS) software. This allows your customers to self-serve, ensuring that they can obtain information and perform transactions 24/7 without the need to speak to a human agent, which in turn decreases costs and increases ROI. It’s ideal for any Contact Centre, enabling your customers to pay bills, request information in the post, check the status of their order, or simply route them to the correct department to deal with their query.
GCI’s Cloud IVR solution also provides Call Queuing to handle high call volumes, which can alleviate pressure points during peak periods, and has advanced voice, screening and transfer options. Compatible with next-generation platforms like Skype for Business, our Cloud IVR solution will seamlessly become part of your modern customer digital strategy.
GCI Contact Centre Product Sheet
GCI’s multimedia Contact Centre intelligently streamlines and centralises all contact types into a single, fully-integrated solution with a user-friendly interface.