SpeechStorm: Contact Centers Augmented with Personalized IVR

Over the last decade, numerous advances in technology have helped improve contact center response times. Now, organizations are plunging into newer technologies for an enhanced business process and efficient customer service. However, most of the organizations are still battling two major challenges. “For one, the high cost to handle large call volumes and the increasing level of service that customers demand,” begins Oliver Lennon, CEO of SpeechStorm. Secondly, enterprises look for call personalization, omni-channel capability, and heightened security solutions. With a strong focus on providing customized IVR solutions, SpeechStorm offers organizations with optimal balance between cost-effective solutions and customer satisfaction levels. “We offer innovative solutions built around IVR and mobile apps, and address contact center needs to improve overall customer experience,” he adds. In doing so, SpeechStorm helps contact center CIOs in finding a balance between rising costs and improving their Net Promoter Score (NPS).

The firm’s key offering, the Personalized IVR generates customized IVR menus to individual customers by using data on customer preferences, context of prior interactions, and transaction history. “Our solution is developed to customize the user experience as soon as the customer interacts with a contact center,” says Lennon. The versatile and responsive Personalized IVR can be leveraged into various verticals that require interactive customer services. SpeechStorm’s offering, instead of providing every customer the same IVR menu options, presents only the relevant menu options, based on the customer data and the context of the call. This is followed by intelligently directing the customer to an agent who has a better understanding of the customer’s requirements. The intelligent routing and customized menus have helped save resources and time of both the client and their
customers.

SpeechStorm also offers PCI payment applications which can be used as part of a self-service or agent assisted interactions, Mobile eXperience (MX) which offers customers access to a range of self-service and smart phones functionality including camera integration, maps and more, and Visual IVR which allows companies to engage with customers on the web or their mobile devices to present visual options, menus and self-service.