Contact Centre ROI

Download this IBM Whitepaper to learn more on the benefits of Voice technology in the Contact Centre, and use the spreadsheet tool to calculate your ROI.

Omilia can help you cut cost, raise customer satisfaction and improve agent productivity by off-loading routine calls to a highly sophisticated, multilingual speech platform. The solution works hand-in-hand with the call centre agents and back-end systems, exchanging information with them in a seamless way, in order to provide fast, accurate and dependable service to the callers.

The objectives of the solution are two-fold:

• Increase customer satisfaction by eliminating queues, allowing users to explore their possibilities for as long as they wish, and by offering a User Experience which callers will want to come back to, time after time.
• Streamline Agent productivity by allowing them to utilise their time on more demanding tasks.

At the heart of the solution are robust, telco-grade, extremely flexible, open-standards IVR, CTI and Speech Recognition and Synthesis Technologies, which are:

• Robust (up to 99.999% availability)
• Telco-Grade
• Flexible (total programmability - no black box concept)
• Open Standards (support all relevant open standards for interfacing to external systems, such as databases, billing systems, etc)
• Scalable (start small and grow fast)
• Highly Accurate ( minimum 95-98% Speech Recognition accuracy even in difficult environments such as a mobile phone call from a busy street or speeding car).

We can help you assess whether such a solution would benefit your business. Click on the IBM Whitepaper and the accompanying spreadsheet tool to quickly calculate the benefits and payback period of such a solution.