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Call Steering – Call Management Using Speech Recognition

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.

Basic features

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.

Custom solutions using API (Application Program Interface)

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.

Call Steering – Routing to Operators

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.

Faster and more convenient call handling

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.

Call Steering – Call Transcription Widget

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.

Multi-Language Support

We offer state-of-the-art Speech Recognition technology with a truly international reach. Currently can Daktela support more than 60 languages.

Use cases

Routing of incoming calls to the right worker based on recognition of an individual’s name

In Contact centre routing of incoming calls to an Operator 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

More details

If you would like to learn more about Call Steering or Daktela’s call management solutions please contact us.