[24]7 Makes IVR Integral to Digital Customer Engagement

PRESS RELEASE: [24]7, the intuitive customer experience company, today announced the release of a major version of [24]7 Speech, the predictive, cloud-based speech self-service solution. [24]7 Speech is smarter because omnichannel data is used to predict caller intent. Conversations are more engaging because the solution combines prediction with natural language and omnichannel experience design. The solution is digitally connected as it bridges the IVR (interactive voice response) experience to a digital experience.

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Unlike legacy IVRs that are constrained by what customers say, [24]7 Speech also considers who they are, what they did on the web or in mobile apps, and what they tried before calling the 800 number. By gleaning insights from the customer’s activities in other channels, devices and sessions, the solution predicts in real-time, why the customer is calling and in turn provides a more relevant and personalized IVR experience. [24]7 Speech also gives customers the option to invoke a visual experience, callback or mobile chat session from within the call — making IVR integral to digital customer engagement on mobile devices. [24]7 Speech powers intent-driven experiences that increase self-service rates by up to 25%, raises call completion rates up as high as 90%, reduces IVR call duration up to 30%, saves customers’ time, and drives higher CSAT and NPS.

“Consumers expect an omnichannel experience where they can connect through the web, IVR, mobile, and social media touch points and maintain one continuous customer journey to rent a car,” says, Gerard Insall, CIO, Avis. “With partners like [24]7, Avis continues to use innovative technology to continually push the boundaries of the customer rental experience to new levels.”

[24]7 Speech delivers powerful capabilities previously unavailable in the market. Today’s customers interact with companies through multiple channels, but when the issues are acute, they invariably turn to the phone channel. In this moment of truth, the IVR should pick up the current digital journey and guide it to resolution. Too often, however, the IVR falls short, operating in a silo that is disconnected from other channels. Unlike legacy IVRs, [24]7 Speech has been architected to work with a company’s digital customer environment, thus expediting resolution and building confidence in a company’s brand.

“Smart phones have revived the IVR in the enterprise customer care arsenal,” said Dan Miller, senior analyst, Opus Research. “The new IVR uses the power of predictive analytics to make rapid identification of the caller and her intent, automated resolution of her problems, and intelligent routing of the call possible. [24]7’s added layer of intelligence in the IVR makes interactions with consumers simple and more effective for businesses, which is increasingly important in the new ‘consumer to business’ era.”

“Every touch point is an opportunity to engage the customer and the IVR is no different. [24]7 Speech embraces the digitization that the smartphone offers, enabling the enterprise to craft a compelling customer experience,” said PV Kannan, co-founder and CEO of [24]7. “All companies need to be digitizing their channels and this is the way to digitize the IVR.”

Key features of [24]7 Speech include:

Smarter IVR

[24]7 Speech is a more intelligent IVR that utilizes omnichannel data to predict the customer’s intent and next action in real-time. Prediction is based on the context of the customer’s omnichannel journey through the web, chat, or phone adding relevant data to determine how best to engage with connected, digital customers.

More Engaging Conversations

[24]7 Speech combines prediction, natural language, and omnichannel experience design in a truly unique way. This trifecta of ingredients makes conversations easy, contextually-aware and outcome-oriented. [24]7 Speech leverages voice and chat data – at scale – to evolve natural language models more quickly, resulting in greater recognition accuracy, intent understanding and faster time-to-benefit. By applying one natural language model across IVR, mobile apps and virtual assistants, [24]7 Speech delivers a consistent experience for the customer, and lowers total cost of ownership (TCO) while reducing deployment risk for the business.

Digitally Connected IVR

Innovatively designed to move IVR to a digital experience, [24]7 Speech offers rich visual content to simplify information-heavy tasks or transactions. It also provides seamless interfaces to a chat experience or call back. The IVR-to-chat experience can be delivered via a smartphone, tablet or desktop, keeping the customer’s experience on the customer’s terms. For example, if a customer is on a company’s website while talking to the IVR, a chat invitation will be pushed to the desktop website. If the customer is not on the website, the IVR will send an invitation to chat on a smartphone.

More Productive for Customers and Companies

[24]7 Speech powers intent-driven experiences that increase self-service rates by up to 25%, raises call completion rates up as high as 90%, reduces IVR call duration up to 30%, saves customers’ time and drives higher CSAT and NPS.

[24]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.

About [24]7

[24]7 makes customer service and sales simple. Our platform and applications use big data and predictive analytics to understand customers and drive better service and sales results for large enterprises. We do this over 2.5 billion times a year for the world’s leading companies. [24]7’s platform enables an omnichannel interaction experience. We connect customer interactions across an enterprise’s web, mobile, chat, social, and phone channels. It’s all in real-time and in the cloud. Our solutions drive immediate business results. We increase revenues, reduce service and sales costs, and create more satisfied customers. [24]7 serves the Global 100 market leaders in the Financial Services, Retail, Telecommunications, Technology, and Travel Industries. [24]7 is noted by Forbes as one of America’s Most Promising Companies. [24]7 is a trademark of 24/7 Customer, Inc. [24]7 is based in Campbell, California. For more information, visit: www.247-inc.com.