Contact Centers

Speech applications, integrated in call centers, enable the automatic name dialing of contacts and the automatic routing of incoming calls (AutoAttendant solution) through exclusively voice commands. Users enjoy the flexibility such applications offer, since they are not required to memorize or search for any extension numbers.

Replacing the traditional call centers representatives by automated information and/or service systems on routine issues, where human intervention is not actually necessary, is the solution meeting the customers’ and companies’ demands at every area of business. The advantages presented by speech-enabled solutions are:

  • Simultaneous hosting and service of a large volume of incoming calls
  • Increase of inbound calls
  • Call waiting situations are eliminated and incomplete, due to customers’ frustration, calls are minimized
  • Minimization of calls duration, since information is directly accessible
  • 24/7, automatic, fast and effective customer service on issues where agents intervention is not required
  • Reduction of contact center representatives’ number and thus limitation of payroll costs

Speech recognition and synthesis systems can be integrated into contact centers of private or public companies, such as utilities, meteorological institutes, service providers and many others. Here are some examples of how such solutions enhance a company’s working performance:

  • For hospitals:
    Patients get information on visiting hours and automatically make appointments at the hospital they choose. They can also get information on their scheduled appointments and can even postpone or cancel them. Doctors, on the other hand, get informed by the same application on their automatically scheduled appointments.
  • For postal and courier services:
    Besides all the aforementioned advantages presented by the automation of contact centers through speech solutions, clients of postal and courier services enjoy an extra feature: they can be automatically informed on their dispatched item’s whereabouts and delivery status.
  • For travel agencies and carriers:
    Airlines, ferries companies and other transportation companies, airports, port authorities etc can also benefit from automated call centers. Speech-empowered contact centers may include, apart from all the aforementioned features, an automated ticketing service with both informative and practical role at the tickets reservation process.

Dialogos has implemented at Intracom Holdings’ call center the AutoAttendant solution, an integrated calls routing and management system.