With each customer interaction now a gold mine of information, companies are creating solutions to make sense of what is being said at all times. Whether the conversation is on social media or an Interactive Voice Response (IVR) system, there are metrics that shed light on customer sentiment. Enacomm, provider of intelligent customer interactions technology, announced it has released ViA 3400, a next-generation IVR analytics and management tool designed to measure the performance of customer self-service by phone.
Businesses across all segments have used, and still use, IVR because of the convenience it provides to the customer, and the money it saves companies by not having to offer the same service with a live agent at a call center. As IVR technology continues to improve, more services are being added, and these new options can now be analyzed to deliver even more value.
The new version of ViA has been upgraded with a digital dashboard that has five improvements to give organizations IVR metrics that are more comprehensive and configurable to proactively detect any issue with an IVR system, as well as continuously improve the self-service solution that is in place.
"ViA takes the guesswork out of measuring caller satisfaction with IVR self-service. Organizations can determine what IVR functions callers use most, why callers start self-service but fail to finish, where and why callers transfer out of the IVR system, which campaigns are most profitable, what calling or usage trends are developing, and much more," said Michael Boukadakis, CEO of Enacomm.
When an IVR system is deployed, it can have the same menu for a long time, without any consideration as to what the customer is experiencing. With advances in real-time analytics, the activities of the caller can now be evaluated to fine tune the IVR application.
The new ViA 3400 has live IVR, Computer Telephony Integration (CTI), application quality reporting, monitoring and alerting. These features allows administrators to see how each customer is interacting with the phone self-service system in real-time so they can identify problems and resolve them.
Some of the new features include a scrolling ticker on the dashboard with new alerts of any potential IVR and application performance problems, and a counter stack that displays an unlimited number of user-definable error types. There is also a feature that generates alerts and/or IVR actions based on individual caller behavior to detect fraud.
For environments that have multiple tenants, there is a new counter stack that displays calls by client for easy identification. With three new customizable gauges providing a total of 10 gauges, user-defined metrics can be created. When all of this information is aggregated, three improved and three new standard reports can be generated for a complete IVR report card.
"Enacomm's 'IVR Report Card' offering allows NetSpend to keep a finger on the pulse of our customer service with valuable insight into IVR trends, while enabling us to monitor and mitigate fraud risks," said Roger Kidwell, Senior Vice President of Operations for NetSpend.
Edited by
Maurice Nagle
