Call Steering – Routing to Queues
Customers calling into your Contact Centre now have the ability to speak a particular word or phrase. Daktela automatically switches the call to the queue which has been associated with those words or phrases.
Daktela supports Call Steering – a technology that allows to 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 Interactive Voice Response (IVR) functionality. 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 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.
For example, let’s assume a customer calls into a Travel Agency and hears the 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 analyzes the customer’s speech and the call is automatically routed to the correct Agent.
Customers calling into your Contact Centre now have the ability to speak a particular word or phrase. Daktela automatically switches the call to the queue which has been associated with those words or phrases.
Daktela offers support for more sophisticated or bespoke applications via its API. For example, Daktela’s API allows for captured words and phrases to be passed to an external application which could provide for calls to be managed by response results.
Customers calling into your Contact Centre also have the ability to speak an Operator’s name or other keyword associated with them. Daktela will automatically route the call to the relevant Operator.
Using Daktela’s 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 unnecessary call transfers or call forwarding.
Also available in Daktela is 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 Operators, providing them with a text–based log of what the customer has said.
We offer state-of-the-art Speech Recognition technology with a truly international reach. Currently can Daktela support more than 60 languages.
If you would like to learn more about Call Steering or Daktela’s call management solutions please contact us.