Voice Technology for Telecommunications
Verbio Telecommunications Solutions
Revolutionize customer experiences with voice AI solutions and reduce customer churn
Pressure is on the telecommunications industry, with wait times for call centers at a high, leading to poor CX and customer churn. Adding to this is that customers are looking for a different customer service offer. They want to be able to self-serve and get access to information 24/7, 365 days a year. When they contact a call center they don’t want to be put on hold for long periods of time, and they want answers to basic questions, but sometimes to complex ones. On top of this, telcoms are facing the very current issue of a shortage in agents. They are finding it an increasingly difficult issue to recruit, train and ultimately retain customer service agents. The supervisor’s role has also changed, with supervisors needing high degrees of empathy and problem solving to deal with the agent’s pastoral care and to provide complex answers to customers. Telcoms now have the additional challenge of managing agent churn as well as customer churn.
Leading telecommunication companies are turning to speech technology to help to solve these challenges. Voice AI, part of conversational AI, can work as a great solution to support human agents with the ever-increasing volume of thousands of calls per day. Using virtual voice assistants that are human-like to scale, to help customers to solve their problems with immediate, intelligent and actionable support. Unlike chatbots, virtual voice assistants can understand, take action and close the loop on a customer issue, such as them forgetting their password or handling payments. To maximize the customer experience, Voice AI can be used very effectively for large volume repetitive tasks and can help customers to self-serve. This means that human agents can focus on complex problem solving, which also require high levels of empathy and patience. Working on complex issues can mean better job satisfaction for agents and help retain them. With customers demanding a better call center experience and the very current issue of recruiting and keeping quality agents, Voice AI can increase customer experience and reduce agent churn.
Verbio has many loyal telecommunications clients, and we provide both on-premise and cloud solutions. We are known in the industry as our Voice AI solutions can be highly customized, with all our products built in-house, we offer incredible accuracy of over 90%. Of course, accuracy is so important in customer service, as how can you direct your customers to the right support, if you can’t understand what your customer is saying? Also, there is nothing more frustrating for customers to not be understood by a human or a virtual voice assistant. Telecoms appreciate our ability to scale across the world thanks to both our global footprint and our language capacities. Verbio are experts in many languages, but we are known for our expertise in Spanish and Latin American languages. These can be very complex, with a different pronunciation meaning a completely different word. As Verbio has been specializing in Voice AI solutions, for over 20 years, we are confident that we can create a solution that is tailored to your exact telecommunications needs.
Automating thousands of calls a day can reduce the average handling time by 60% and can create a call center cost saving of up to 75%.
The complete cognitive call center solution
Find out why Verbio is the best voice AI technology provider for your telecommunications business.
Reduce customer churn in telecoms
Telecommunication companies are looking at ways to avoid customer churn. They are using AI technologies to scale their call center operations, so they can offer a better customer experience. This is why it is critical to put together a solid interactive voice response system (IVR). Voice AI can be used to provide personalized messaging to callers, as well as to generate words from a customer’s records that are read back to them in a friendly, professional voice.
The customer can easily manage any query simply using their voice. The digital agent can help to enable 100% customer automation or self-service for simple tasks and transactions. Or the IVR will route the person to the most appropriate agent when this is required for more complex discussions.
Verbio’s biometric technologies allow customers to be authenticated by voice. This is prior to having to speak to an agent at the contact center. This avoids long wait times and improves customer experience.
From resetting a password, to handling payments, requesting a payment delay or for pay later options. All these queries can be automatically handled by the IVR using the complete Verbio’s Call Automation solution.