Call Steering

A technology that allows you to take advantage of today’s rapidly evolving Speech Recognition technology. By building your own logic over incoming calls, Call Steering effectively replaces the legacy of Interactive Voice Response (IVR) functionality. Callers into your Contact Centre no longer have to navigate through annoying voice-driven menus. Your customers can now say commands directly to the Daktela system, stating which team or person they wish to be connected to. They are then connected through to the correct agent for their query. Call Steering also allows for more complex speech recognition work flows that deliver an even smoother customer-to-agent support experience – saving you even more time and call handling resources by reducing wait times, managing call queues more efficiently and providing an improved support experience.



Use cases

  • Routing of incoming calls to the right worker based on recognition of an individual’s name
  • Routing of customer calls to a particular team or department without the need for fixed or generalized IVR call menus (just need to say e.g.: ‘sale’, ‘technical support’, etc.)
  • Verification of the caller’s identity based on specific reference number listed in a contract document
  • Recognition of streams of spoken text and/or numbers, (for example a Car License Number) when used in the insurance sector to log a claim prior putting through to the correct agent
  • Outbound call campaigns, for example in automated customer satisfaction surveys where the customer may be asked to verbally evaluate a product or service with a score. This may be accompanied by an additional comment that is logged as text in a transcript

Easy to deploy

One of the great advantages of our Call Steering is the direct availability in your Daktela V6 application. There is no need to install or implement anything, just enable the functionality, set it up within a few minutes and you have call steering active with everything.


Ask for Free Trial

 

If you are interested to try our Call Steering feature, contact us at daktela@daktela.com and we will get back to you.

Call Steering – a technology that allows to you to take advantage of today’s rapidly evolving Speech Recognition technology.