Voice self-service (IVR Software)

RightNow voice self-service customer care enables you to transform your voice channel into a powerful self-service customer care resource for your customers—so they can quickly find answers to their questions themselves 24 hours a day, seven days a week. Using voice recognition, you can provide a great automated customer service experience while significantly reducing contact center costs.

Key features of this solution include:

Knowledge base access enables your customers to find answers to their most common questions over the phone and lets you leverage your knowledge base investment across both phone and the web.

Status access allows customers to check on their orders, accounts, shipping and any other data you choose to provide from your back-office systems.

Password reset eliminates a substantial volume of routine calls to your help desk by allowing customers (or internal end-users) to reset their passwords in a controlled, auditable way.

Location finder makes it easy for customers and prospects to find the store or office closest to them by simply providing their zip code.

Inbound customer service survey tools provide a simple way to keep your finger on the pulse of your customers and better adapt to their needs.

• Ability to leverage existing knowledge base to achieve Day One Advantage™ and provide customers with consistent information across all channels
• Knowledge base automatically and continuously re-tunes itself based on user behaviors to offer most commonly sought information first
• Simple navigation of knowledge base content using keypad, spoken keywords, or natural language queries
• "Fuzzy logic" search boosts customer success rates
• Keywords automatically and continuously updated to reflect user pronunciations
• Answers provided via synthesized speech or pre-recorded audio
• One-touch escalation to live operator available
• Full visibility into system utilization and performance metrics