The Importance of Voice Self-Service in Government Digital First Strategies
Sometimes viewed by organizations as a bit onerous, voice self-service is actually generating significant savings in government agencies across the world. Therefore, it should not be ignored in this extended age of austerity.
Implemented incorrectly, voice self-service can be viewed as a barrier to speaking to an agent—we have all had this kind of IVR experience. Implemented correctly, however, voice self-service can not only deliver substantial savings, but also deliver improved customer satisfaction.
How? Today’s modern voice self-service implementations focus on delivering the most commonly requested services in a non-obtrusive way, allowing callers to quickly reach an agent if desired.
For example, following a simple authentication process, callers in receipt of U.S. Food Stamps (SNAP) might be proactively told when their next voucher is due—without even asking. Or, callers who wish to pay for a parking citation over the phone might actually prefer to do it using a voice self-serve process rather than face the embarrassment of speaking to an agent.
These are some of the reasons why voice self-service (or automated voice) is included in our Digital First Engagement Management Framework. It is also why I am thrilled about Verint’s recent acquisition of Contact Solutions, which provides these exact capabilities and more.
For example, its solution incorporates a personalization capability that learns from past caller interactions. After a pattern is established, callers won’t have to continually select their preferred language, and the menu options can be ordered dynamically based on the caller’s most frequent selections in previous calls.
You can learn more about Verint’s Digital First Engagement Management Framework from our Digital First microsite. You can also find out more about Contact Solutions.
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