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Daktela supports Call Steering – a technology that allows you to take advantage of today’s rapidly evolving Speech Recognition technology. Call Steering can be used to complement or replace legacy Interactive Voice Response (IVR) functionality as required. Callers into your Contact Centre no longer have to navigate through annoying voice-driven menus. Now customers can speak 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 allows you to deliver a smoother customer-to-agent experience. It saves time and is easier for customers to use. It does so by reducing wait times and managing call queues more efficiently, providing an improved experience for the customer.
For example, let’s assume a customer calls into a Travel Agency and hears this recorded message: “Hello, you have reached Travel Agency XY. If you are interested in a specific destination, please say the name of the destination after the tone and you will be connected to an agent who can assist you with your query”. The system instantly analyses the customer’s speech and the call is automatically routed to the correct Agent.
Customers calling into your Contact Centre can say a word or phrase that indicates their area of interest. Daktela automatically routes the call to the queue which has been designed to respond to the specific words or phrases.
Customers calling into your Contact Centre can also say a keyword associated with their query. Daktela will automatically route the call to the relevant Agent best suited to deal with this query.
We also provide a widget which will record to text a transcript of the customer’s spoken words into your Contact Centre. This Call Transcription widget can be added to the screens of your Contact Centre Agents , providing them with a text–based log of what the customer has said.
We support more sophisticated or bespoke applications via our API. For example, Daktela’s API allows for captured words and phrases to be passed to an external application which could respond to calls as required.
Using this precise routing of calls to the correct queues and operators in your Contact Centre, your clients will benefit from more streamlined and efficient call handling without any unnecessary call transfers or call forwarding.
We offer state-of-the-art Speech Recognition technology with a truly international reach. Currently we can support more than 60 languages and continue to add to this as required.
If you would like to learn more about Call Steering or Daktela’s call management solutions please contact us.
