Automatic Call Distribution delivers a powerful solution for all Customer Contact Management with two guiding principles, enhanced Productivity and complete business accountability.
Fluency ACD offers a unique approach as utilizing its Integration module it can work seamlessly with legacy PBX platforms removing the need to upgrade your Telephone system to achieve the Customer service targets desired and also migrate onto any new VoIP solution when the need arises. This removes the need to retrain staff and risk losing productivity during this period.
Fluency integrates using a VoIP PBX interface for modern platforms or ISDN connections for traditional telephone systems.
Once deployed Fluency ACD delivers comprehensive routing and management, Integration into customer data records for CTI purposes, live information displays for tactical decision-making and Historical business reporting that provides comprehensive information on the performance of systems and people within the organization.
The Fluency ACD module delivers the productivity required exactly where it is needed, focusing on increasing staff performance by ensuring customers are connected to the best qualified member of staff quickly, allowing a "One stop resolution", Increasing the actual staff/ Customer talk times by automating manual and labor intensive process and providing complete management information to target areas for staff improvement and allow more informed strategic planning.
The Fluency ACD module can allow you to manage the cost of upgrading major Voice and Data applications as it can integrate seamlessly with Legacy PBX platforms and Mature Database products, allowing you to make the strategic hardware/software changes when it suits your business. Once the decision has been made to upgrade key systems however Fluency ACD can migrate directly into this environment and provide extensively more functionality and business benefit then the PBX/ACD.
Interactive Voice Response (IVR) is a telephony/Data technology that allows organizations to offer a huge selection of appropriate and customizable self-service options to customers.
Utilizing both Speech recognition and touch-tone telephony to interact with a business process or customer database. IVR technology does not require you to dedicated human resource to deliver customer service that can be replicated and is the perfect supplement for your own customer interfacing staff.
For example, banks and credit card companies use IVR systems so their customers can receive up-to date account information, Pay bills or alter account details instantly and easily without having to speak directly to a member of the Banks staff.
IVR technology is also used to gather information, as in the case of telephone surveys in which the user is prompted to answer questions by talking directly to the IVR or pushing the numbers on a touch-tone telephone. A common example of this is Television companies providing voting lines for Shows such as Pop Idol or Big Brother.
IVR is often used in conjunction with contact centers as it can use customer information held in a database to decide on where a customer should be routed. For instance, a customer calling a sales order line who has arrears on their account could be automatically routed to the collections department.
IVR implementations can enable organizations to do more with less staff providing a rapid return on investment.
An IVR system talks to callers following a recorded script. It prompts a response for the caller to respond by talking or pressing a touch-tone key and supplies the caller with information based on responses made. Text information held in database applications can be read back to callers in a variety of languages and accents using text-to-speech technology. The Fluency IVR Dialogue generator can easily create literally hundreds of self-service applications giving your business a competitive edge.
The Fluency IVR allows organizations to build a more flexible customer service model or enhance your revenue generating capabilities without increasing headcount. Also repetitive tasks can be automated within the IVR leaving staff free to focus on more productive areas of your business. This is perfect for a 24-hour business environment that will deliver consistency in service and with a comparatively low cost.
The Fluency IVR provides the ultimate flexibility in ensuring that users can not only keep their current Voice and Data infrastructure intact, but also achieve more value from it.
Fluency integrates seamlessly and securely with data applications, and can either connect directly into the users current PBX platform, or provide its own Network Interface Card [VoIP or ISDN T1/E1]. However should the customer Voice platform or data application need to be changed in the future then the IVR will work seamlessly with the new solutions, as the Integration module within Fluency will guarantee that the investment made is fully protected.
The Fluency Communicator
The Fluency Interactive Voice Response (IVR) module is a powerful solution that provides functionality previously only available to large companies. These customizable applications can be delivered quickly and without the massive cost of similar products.
The Fluency IVR design interface will provide a solution, which will add real value into virtually any market environment.
Do you need to Record telephone calls? If you are governed by Financial services legislation than legally yes! But if you wish to drive staff improvement and customer accountability than Recording all transactions and using this information to improve your business strategy is a massive benefit.
Fluency Recording module integrates easily into your current Voice/Data environment and will record calls and business transactions from the agent screen. The Fluency will either sit on your IP LAN/WAN and record Voice packets, Tap into the ISDN network feed or Connect directly to your digital/Analogue handsets.
Once the recordings are captured, Fluency can highlight key words or parts of the conversation and remove critical or personal sections from broadcast. When listening to calls, managers can build and store simple or comprehensive Scoring forms,which drill directly into staff weaknesses, producing full historical performance data that allows you to improve your business interface and fully comply with legislative requirements.
Fluency recording module enables any business to to introduce full accountability with extensive voice and data capture which will enpower managers to make much more informed decisions and also utilize this data to build stronger customer service strategies
The Fluency Recording module can be deployed on virtually any ISDN/Digital Voice platform and capture data from most mature agents desktop applications. However in the future if a new VoIP or CRM solution is introduced then Fluency simply alters its configuration and continues to manage the very heart of your customer service operation
Fluency provides the Enterprise Voice and Data capture and management analysis deployed in most large Enterprises but delivers this package into the mass marketplace. Also Fluency can be simply upgraded to add in the additional modules of IVR,ACD or Predictive dialing.
Dialers are designed to deliver huge increases in productivity and accuracy when targeting customers or prospects. They are designed to Utilize data held or secured by an organization and then automate much of the process that proves to be time consuming or non productive.