Key findings from our “When, How and Why Customers Self-Help” Webinar
Deliver the experience that customers demand and increase their overall satisfaction while improving operational flexibility and agility.
With automated technologies, Contact Centers can streamline handling of repetitive tasks, more efficiently. Enabling customers to self-serve using the communication channel they prefer shortens engagement times and increases issue resolution rates, resulting in higher customer satisfaction.
Omni-Channel Self-Service now blends proven technologies with conversational AI, insights from Knowledge Bases, video collaboration, interactive voice response (IVR), CRM platforms, speech recognition, identity authentication, and voice activation technologies. These use a multitude of AI, Machine Learning and Natural Language Processing technologies.
“I am more than happy to provide a testimonial on behalf of Enghouse relating to their operational and customer service. In early 2018, we changed our payroll software (to Ultipro) and researched telephone punch in/out systems. Enghouse provided a proposal and subsequently worked closely to accommodate our phone tree requests to assist our employees in clocking in/out.
In the early stages, our phone tree requests tended to be long-winded which caused higher phone charges. Enghouse again worked with us to shorten-our messages resulting in significant savings to us.
When Covid struck in the first quarter of 2020, once again Enghouse came to our rescue in 2 ways:
From our employees to our IT department to the CEO, we have appreciated Enghouse’s dedication to Ace Parking’s needs – and how quickly they’ve worked with us to satisfy our requests both operational and monetarily.
The word partnership is bandied about whether it exists or not; however, I truly feel that Enghouse is our partner – they’ve had our back through thick and thin and we intend to remain a customer for the long haul.
I am grateful for Enghouse’s assistance and would be happy to talk with you if you have any questions.”