Call Steering

Contact centers can save millions of dollars annually by updating their existing touchtone or speech-based IVR system with a speech-enabled call routing solution such as Open Call Steering. By reducing misroute rates up to 50% and zero-outs by as much as 35%, Open Call Steering dramatically improves usage of self-service systems so that live agents can spend more time with the customers who need them. With Open Call Steering, callers make such wide-ranging requests as "Yeah, I have a question about my statement," or "I`d, um, like to make a change to my, uh, account." From there, the pre-trained system determines what the caller wants to do and then uses that information to route the call to the correct destination -- whether a live agent or a self-service application. If the intent is ambiguous or requires further information before routing, the system asks the caller questions for clarification. The result is accurate, cost-effective call routing and automation from the very first point of contact with the customerCallers Speak NaturallyWith SpeakFreely technology, callers are not required to follow a directed conversation or respond with specific phrases. They make requests in their own words and are routed to a destination, thanks to Analysis from trained statistical language models and advanced call routing techniques. Proven TechnologyOpen Call Steering uses OpenSpeech