Information

Customers want to access routine information requests, such as account balances, at a time convenient to them. Self-service allows callers to access routine information queries quickly.

  • Easy-to-access information service provision
  • Release staff to focus on answering complex requests
  • Assist customers quickly - increasing satisfaction levels

Netcall’s Information solution is based on our widely accredited platform and uses the best of technology including IVR, ASR and Speech Recognition. It is easily deployable; operating in conjunction with existing PBX and ACD telephony switches. The carefully designed questions quickly establish the caller requirements and Information then responds with the appropriate answers in a consistent manner 24x7.

Information uses enhanced speech recognition to provide details to customers about multiple topics in a clear and consistent manner. The application uses this information to interact with backend data and draw the relevant information forward to give to the customer.

The low-cost self-service can deliver the required information in multiple formats including recorded messaging and Text-To-Speech (TTS) as well as storing the results of interactions for internal reporting.

Providing flexibility in your choice of offerings to customers in how they can access this information can decrease waiting times, increase customer satisfaction levels and empower staff.

Learn more, download Information Product Sheet.

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Customer Quotes (Stop animation)

“Plans to recruit additional customer service telephone advisors have not had to be realised, saving the authority at least £37,000 in salary and on-costs.”

“Staff response to the solutions has been very positive and, all in all, it is a good value solution which supports our switchboard teams when the volume of calls exceeds staff availability.”

“QueueBuster has enabled us to manage our peaks and troughs far more proactively and at a lower cost to serve per customer”

“Our aim throughout this exercise was to achieve the right balance. QMax has helped us to achieve this. It has been integral to the success of the project.”

“Internal communications have improved and the use of ContactPortal has promoted mobile working, enabling a quick response to a staff query or voicemail. This has further enhanced overall staff productivity.”

“Argyll and Bute Council seek to use forefront technologies to deliver high quality, efficient services and the partnership with Netcall means the council’s switchboard, customer service centre ACD and telephone payments systems now work through and with the wider Lync system used by all council employees.”

“Our intention is that the reminder system will be used for patients who are due to come into the hospital for planned, elective surgery. The potential financial benefit is likely to be even greater than outpatients, due to the high cost of wasted operating theatre time.”