If you're responsible for call center operations, you're probably getting hit with a triple whammy of expectations: lower your costs, handle more calls, and increase customer satisfaction.  You know that IVR applications can help you achieve these goals, but you may be wondering if it's possible to squeeze a little more performance out of your IVR system so you can automate more calls.  PSS can help you find out for sure.

Tune existing IVR applications

PSS can make sure your existing IVR applications are tuned for optimal performance.  We'll go over your applications with a fine toothed comb, identify potential areas for improvement, and then make the changes necessary to increase automation rates and customer satisfaction.  Sometimes small changes in an application's user interface design can lead to remarkable improvements.  Or maybe there's an opportunity to extend the functionality of an application so it can fulfill a broader category of callers.  PSS can migrate your touch tone applications to speech, or tune the grammars of existing speech applications to achieve better recognition rates. 

Deploy new IVR applications

As part of our discovery process, PSS will review your existing call flows and historical traffic statistics, double jack with your agents, and examine the routine tasks that are not currently automated.  Sometimes we identify entirely new IVR applications that can further increase your automation rates across your contact center.  Today's web and SOA-friendly next-gen IVR systems are especially ripe with possibilities because they can be more easily integrated with other applications in your IT infrastructure.