Call Steering – Customer Services IVR Automation Solutions

• 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

One of the great advantages of our Call Steering is its availability in your Daktela application today. 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.