Intelligent Greeting

Proactive Engagement

Overview

Proactively engage your inbound contacts with the most relevant, personalized, and actionable options through our Intelligent Greeting®. Through advanced business rules, statistical analysis, and AI, Intelligent Greeting predicts your callers intent, offers a chance for the customer to confirm and then swiftly and efficiently takes action by navigating your customer to the appropriate self service module or agent.

Features

Proactive Intent Determination

Through advanced business rules, statistical analysis, and AI, Intelligent Greeting predicts intent of inbound contacts without customer input. Intelligent Greeting can suggest Bill Payments, Service or Claim Status, Outage Notification enrollment, or real-time offers that your customers only have to say “yes” to engage.

Benefits

Increase Contact Engagement

By proactively engaging the caller and predicting call intent, Intelligent Greeting helps callers feel at ease and confident your organization is looking out for their best interest.

Proactive Intent Confirmation

Focused on enabling customer engagement, Intelligent Greeting, deftly confirms contact intent with a smooth and pleasant experience and delivers them to the proper Self-Service or agent.

Increase Contact Containment

By delivering a modern, state-of-the-art customer experience, your inbound contacts feel safe, secure and well cared for, which improves containing and overall customer satisfaction.

Self-Service Integration

When self-service is the right choice for your caller, Intelligent Greeting, elegantly facilitates a cohesive self-service experience, whether “IVR,” Intelligent Virtual Assistant, or Visual IVR or Chatbot.

Reduce “Zeroing-Out”

By refocusing your customer on meeting their need rather than requiring an agent to talk to, Intelligent Greeting delivers a customer-centric journey so you will see a reduction in your callers zeroing-out (opting out) because their needs are not addressed.

Visual Workflow

Customizing a robust customer experience for an optimized customer journey is a snap with Intelligent Greeting’s powerful visual workflow.

Increase Contact Resolution

Your customers are demanding a new level of customer service and are quick to escalate. Intelligent Greeting dramatically increases first contact resolution by matching to their needs and routing to the proper Agent group without making customer’s jump through touch-tone menus.

Optimal Agent Hand-Off

When working with a live agent is the right choice for your caller, Intelligent Greeting, identifies the best available agent and quickly routes the caller for a personal experience. Agents can view the entire customer journey along with your CRM, ERP, and business specific applications.

We Play Nice with Others

All of our Applications are built to work with your existing technology infrastructure and solutions. We have deep expertise the leading Contact Center technologies, including Avaya and Cisco.

Built for Complex Requirements

We really shine when your requirements are complex. We are Contact Center consultants and innovators who have developed amazing applications that make superior customer experiences happen.

Features

Proactive Intent Determination

Through advanced business rules, statistical analysis, and AI, Intelligent Greeting predicts intent of inbound contacts without customer input. Intelligent Greeting can suggest Bill Payments, Service or Claim Status, Outage Notification enrollment, or real-time offers that your customers only have to say “yes” to engage.

Proactive Intent Confirmation

Focused on enabling customer engagement, Intelligent Greeting, deftly confirms contact intent with a smooth and pleasant experience and delivers them to the proper Self-Service or agent.

Self-Service Integration

When self-service is the right choice for your caller, Intelligent Greeting, elegantly facilitates a cohesive self-service experience, whether “IVR,” Intelligent Virtual Assistant, or Visual IVR or Chatbot.

Visual Workflow

Customizing a robust customer experience for an optimized customer journey is a snap with Intelligent Greeting’s powerful visual workflow.

Optimal Agent Hand-Off

When working with a live agent is the right choice for your caller, Intelligent Greeting, identifies the best available agent and quickly routes the caller for a personal experience. Agents can view the entire customer journey along with your CRM, ERP, and business specific applications.

Benefits

Increase Contact Engagement

By proactively engaging the caller and predicting call intent, Intelligent Greeting helps callers feel at ease and confident your organization is looking out for their best interest.

Increase Contact Containment

By delivering a modern, state-of-the-art customer experience, your inbound contacts feel safe, secure and well cared for, which improves containing and overall customer satisfaction.

Reduce “Zeroing-Out”

By refocusing your customer on meeting their need rather than requiring an agent to talk to, Intelligent Greeting delivers a customer-centric journey so you will see a reduction in your callers zeroing-out (opting out) because their needs are not addressed.

Increase Contact Resolution

Your customers are demanding a new level of customer service and are quick to escalate. Intelligent Greeting dramatically increases first contact resolution by matching to their needs and routing to the proper Agent group without making customer’s jump through touch-tone menus.

We Play Nice with Others

All of our Applications are built to work with your existing technology infrastructure and solutions. We have deep expertise the leading Contact Center technologies, including Avaya and Cisco.

Built for Complex Requirements

We really shine when your requirements are complex. We are Contact Center consultants and innovators who have developed amazing applications that make superior customer experiences happen.

Make Each Customer Interaction a Transformative Experience

Contact Us Today!