Telephony (Interactive) Self Service inform360
Inform Communications Customer Self Service solution offers a range of Self Service options that go beyond the traditional IVR solutions delivering seamless transitions when moving between channels.
Inform’s solution gives customer the ability to shift between telephone, SMS, Digital and agent. Inform’s ability to build once and deploy in multiple communication channels gives flexibility and accessibility to your services without agent assistance.
Below is an example of initially using the telephone to make an enquiry and switching to SMS and Digital without losing information already provided.
The interactive Customer Self Service solution features include the following:
Service personalised and bespoke to Council requirements
Service provision within Cloud
Service available via SIP
Service recorded in either a local voice or Inform female or male voicing technician
All inbound telephone calls answered in 2 rings
Full information provision for all areas
Data capture facility as standard within the service
Data captured transferable from speech to text
Data captured can be input to digital forms where available
All data captured available within 1 hour
Call transfer to agents where required
Call transfers to Payment Lines and other agent assisted support areas available
Call link to data base or back office systems for account balances etc.
Separate in-hours and out-of-hours service available
Repeat Caller Tracking where CLI provision available
Comprehensive SAP Analytics provided as standard
Call queuing available
SMS inclusion as standard for digital form link and information provision
Four changes/development requests at no cost per annum
Have a question or want further information
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