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Call Steering 1 Description

"Contact centers can save millions of dollars"

BSEditor: Contact centers can save millions of dollars annually by updating their existing touchtone or speech-based IVR system with a speech-enabled call routing solution such as Open Call Steering. By reducing misroute rates up to 50% and zero-outs by as much as 35%, Open Call Steering dramatically improves usage of self-service systems so that live agents can spend more time with the customers who need them.

With Open Call Steering, callers make such wide-ranging requests as "Yeah, I have a question about my statement," or "I'd, um, like to make a change to my, uh, account." From there, the pre-trained system determines what the caller wants to do and then uses that information to route the call to the correct destination -- whether a live agent or a self-service application. If the intent is ambiguous or requires further information before routing, the system asks the caller questions for clarification. The result is accurate, cost-effective call routing and automation from the very first point of contact with the customer
Callers Speak Naturally
With SpeakFreely technology, callers are not required to follow a directed conversation or respond with specific phrases. They make requests in their own words and are routed to a destination, thanks to analysis from trained statistical language models and advanced call routing techniques.
Proven Technology
Open Call Steering uses OpenSpeech® Recognizer, a mature, seventh-generation speech recognition engine used in thousands of deployments worldwide.
Best Dialog Practices
An Open Call Steering deployment ensures the best caller experience by relying on proven techniques such as dialog disambiguation, shortcuts to frequently requested submenus, and well-tested recovery strategies.

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