For most enterprise-grade organizations, implementing IVR systems can take up to a year to complete, with a range of major challenges to overcome during that time.
And after the entire process has been completed, there are still serious problems that can arise as a result of technology breakdown and poor system design.
According to a recently published survey, businesses in the US are risking $887 billion of future revenue due to call center mismanagement and poor technology investments.
This is a prevalent issue. Businesses will persist in spending millions to manage call centers. They’ll strive to handle customer calls without subjecting users to long hold times or frustrating experiences.
Yet, with the emergence of next-generation conversational IVR systems, enterprise businesses may finally have a solution.
Joaquim Bargalló is the Director of Customer Success for Teneo.ai and has detailed how such a system can be set up in 60 days (or less) and how real value can be achieved from an investment.
Transforming the IVR Conversation with Teneo
“Before we explore how enterprises can end the cycle of IVR failure, allow me to share my own customer experience,” Bargalló initiated.
Much like others, I often find myself needing to contact utility or other service providers. The process is usually frustrating. I grapple with systems that can’t understand my requests or direct me to the right agent efficiently. Just recently, I endured over 30 minutes on hold, which is downright unacceptable. I’m certain many share this sentiment.
The problem stems from traditional IVR systems that depend on keypad navigation. This is the technology that requires a revamp.
Teneo Conversational IVR is a voice-based speech-recognition system that offers a radically improved experience for customers and for businesses that operate call centers.
Once a customer calls a business, the system instantly answers in human-like language and communicates with the caller vocally, asking questions to understand the precise nature of the enquiry. Once Teneo Conversational IVR has gathered the requisite data and information, the caller will be sent to the best qualified human agent .
It’s a significantly improved experience for the caller, but crucially, the business that operates the call center will see even greater benefits.
Once the caller reaches the agent, the agent will be able to access all of the information the caller has shared during their short time with Teneo, meaning the agent won’t have to go through authentication or repeat any basic questions. It means that the agent and caller can have a stress free and simple conversation about the nature of the enquiry and nothing else.
The call will be shorter and the experience for the customer and agent will be much more satisfactory.
Live in 60 Days or Less, Now We’re Talking
The advantages of a conversational IVR are evident. But how can large-scale organizations be expected to discard their entire call center infrastructure and start anew, especially if they’ve recently invested in a traditional IVR system?
“The answer is simple,” says Bargalló.
Teneo Conversational IVR comes with ready-to-use connectors for all major contact center platforms. Our cloud-based SaaS services ensure absolute flexibility.
In essence, the solution overlays your existing call center setup, which doesn’t need any modification or adaptation.
This approach has saved our customers months of implementation time as it eliminates the need for a call center implementer. You gain the flexibility to activate or deactivate it as needed, without the burden of having invested significant time and effort in a lengthy project.
If you are happy with it, you keep on going. Otherwise, disconnect it and go back to your previous setup with a single ‘click’.
Furthermore, the solution comes with a range of features and pre-set capabilities that allows businesses to get off the ground even faster.
Teneo Conversational IVR features a highly sophisticated, pre-built customer experience system. This system has been developed and honed through numerous successful live implementations in the market. Designed with the customer’s best interests at heart, the system can instantly consider and resolve a wide array of situations typically encountered during an IVR interaction.
This allows Teneo Conversational IVR to be setup in 60 days or less.
Experience Counts for Everything
The team at Teneo.ai have worked on solving problems for call center operators for over 20 years, with some of the world’s largest enterprise businesses benefitting from their technical expertise and industry insights.
For example, one of the largest technology businesses in the world made an annual saving of $39m during the first year of using Teneo. While two of Europe’s largest telecommunication providers, Telefónica and Swisscom, are now operating award-winning and industry-leading IVR systems that are delivering massive returns on their investments.
On average, call centers using Teneo Conversational IVR see a 90% reduction in call misrouting and an 8% call workload reduction.
We’ve achieved these outcomes by consistently enhancing our solutions. Likewise, we’ve established a dedicated support team to assist businesses in updating their IVR technology,” Bargalló emphasizes.
Over the years, we’ve drawn inspiration from various partners and customers. As a result, we’ve crafted a solution that tackles all IVR interaction scenarios. These include noisy surroundings that obstruct voice recognition. They also cover issues with user authentication. Even instances where customers provide ambiguous and broad inputs are addressed.
All these cases (and many more) have been accounted for and solved with technology and Teneo Conversational IVR.
I’m truly passionate about solutions that deliver great customer experience and measurable value for businesses. I think there are many aspects that make this possible but two are decisive.
- Having a strong technology that is is proven to deliver success for enterprise-level businesses.
- Having on-hand support from a customer success team that knows how to help businesses to get the most of Teneo Conversational IVR.
What Will this Really Cost Me?
As a decision-maker in a large enterprise, you might have had unfavorable experiences with past technology investments. Regrettably, this might have deterred you from considering any expenditure on a new IVR system.
We acknowledge that the presence of unscrupulous players in the market has had a negative impact, affecting us as well.
“Once a business has a Teneo subscription, they can connect Teneo Conversational IVR. From that moment, the company can start reducing misrouting, handling times and customer frustration.
You only pay for routing once Teneo Conversational IVR starts to drive these efficiencies.
So, what are the next steps if you decide to get started?
If you choose to try Teneo Conversational IVR, we’ll promptly provide you with an Implementation Guide and process. This will outline the precise steps to follow based on your contact center and the technology you use.
We already work with a number of specialist implementation partners around the world. Therefore, if you would prefer to work with a team who will implement the system in your call center, we provide all the tools they need.
And if you want to do it yourself, we can do the exact same thing.
Regardless of who takes responsibility for setting things up on your side, we’ll assign you your own Customer Success Manager. This person will have worked on a number of enterprise-scale implementations in the past.
Still not convinced? Listen to what our partners and customers say about Teneo.ai.
If you’re ready to begin, contact me and my team, here.