Exceed Caller Expectations and Produce Greater Results
At West Interactive, we understand that for an IVR call center automation program to be successful, your customers must be able to accomplish their goals quickly and easily. To ensure a positive customer experience we created our Professional Services group, a dedicated team of dialog design experts, audio engineers, linguists and other experienced interactive voice response professionals. These specialists work closely with your company to optimize the performance of your touch-tone, speech or text-to-speech IVR application -increasing transaction completion rates and reducing zero outs.
We have “hands-on” experience with a wide range of IVR applications and we apply this expertise to each new client, recommending call center technology solutions that will address their challenges in an efficient and cost-effective manner. Our consultative experts provide the highest quality dialog design, persona selection, grammar development and audio production to help your company exceed your caller’s expectations. From initial automated call center requirements analysis and IVR application development to testing, rollout and tuning your IVR call center system, our Seven Step Process allows us to oversee the timely design and development of a world-class automated call center solution.
We employ a variety of techniques to evaluate your existing call management solution to make educated and practical recommendations for your program. We conduct focus groups or individual interviews with callers and call center agents to obtain an accurate description of why consumers call, as well as
their goals and expectations. We also perform usability testing to determine how callers interact with your application to ensure that proposed scripting
and call flow will work effectively, before investing resources to code a new
IVR application, or to quickly uncover any issues with an existing
automated service.
With over a decade of experience, West Interactive’s Professional Services group provides your company with the expertise necessary for more efficient, cost-effective and caller-focused call processing IVR applications. Our efforts result in increased customer retention and loyalty, improved brand identity and reduced costs per transaction.
Email us or give us a call at 1-800-841-9000 to learn how our Professional Services group can help you achieve your goals and improve your IVR or speech applications.
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