Do your callers dial "0" to avoid mile-long menus? Do lengthy queues, multiple transfers or the need to repeat personal information create a frustrating customer service experience? Now there's an alternative that combines premium service with cost-saving automation to streamline and enhance your customer relationships.
With AT&T VoiceToneSM, you can provide customer service from start to finish without ever touching an agent. This agent-free automation technology provides a level of personalized service that can surpass your customer's expectations.
By neatly integrating several best-of-breed technologies, AT&T VoiceTone automates and streamlines your citizen and supplier contacts and lets you significantly reduce the costs of service support. It not only supports voice-based contacts, but your web, voicemail, and e-mail channels as well.
Better still, these new solutions can actually improve citizen satisfaction at the same time, through uniquely natural interactions that are faster and more intuitive than conventional solutions. It's light-years beyond 'Press 1 for Support.' For example, instead of presenting callers (or web visitors) with layers of nested menus and expecting them to find the best option themselves you can essentially ask them "How may I help you?" and let them speak (or type) their answers in their own words. From there, the contact can take any of several paths depending on the caller, what they need, and how you need to serve them. And with AT&T's innovative managed services approach, you won't need to invest in a new hardware and software infrastructure to put it all to work.
The heart of this interactive, high-touch approach is Dialogue Automation, an array of technologies that effectively mimic the experience of speaking to a live agent, but actually require minimal or no agent involvement for most contacts. And that applies whether it's a web-based, wireless, PDA, or conventional telephone interaction.
AT&T VoiceTone optimizes contact center productivity, by expanding automation of customer contacts while enhancing customer satisfaction. This is delivered through AT&T's unique ability to combine enterprise networking with voice interaction and web technologies. Through the power of natural dialogue, businesses can deliver an "always available" personalized experience to their customers within the cost structure of web automation. User satisfaction is high, transaction volumes increase and enterprises realize both productivity gains and cost reductions.
How you benefit:
Increase Customer Satisfaction
AT&T VoiceTone puts callers at ease with natural, conversational speech that listens and responds like a live agent. Callers can simply make a request, ask a question, or even utter a few words - avoiding time-consuming menus, structured speech and touch-tone prompts. AT&T VoiceTone's intelligent intent determination can quickly and accurately understand what callers are trying to accomplish and respond to their precise needs.
Improve Agent Productivity
Whether your customer needs specific account data, status updates, or general information, AT&T VoiceTone operates with speed and accuracy, without agent intervention. And AT&T VoiceTone lets you automate more complex, time-consuming tasks not supported by traditional automation and typically handled by agents.
Decrease Costs and Improve Efficiency
Given the economic climate, there's a high premium on achieving cost savings and optimum efficiency. With AT&T VoiceTone, you get innovative technology that delivers both. Through more effective automation with fewer "opt-outs", your contact center can operate at peak efficiency, reserving agents for specialized tasks. By using your agents more productively, you can reduce costs without impacting service levels.
AT&T Application Performance Management
AT&T VoiceTone is based on an open, standards-based platform for voice and web-based customer interactions, made possible by AT&T Labs' innovation in "How May I Help You?"SM natural language understanding, large vocabulary speech recognition and dialogue management capabilities. AT&T designs, develops and manages the application on AT&T's global network. You also gain access to our world-class integrated Global Enterprise Management System (iGEMS) for hosted application monitoring and management capabilities for unsurpassed application performance management.