New caller-friendly facility from Servion

New caller-friendly facility from Servion

Servion Global Solutions, a global provider of Contact Optimisation solutions announced the general availability of CallBack Manager, the first callback scheduler built on top of Microsoft Speech Server 2004.

Customers who reach a Contact Centre using Servion CallBack Manager may choose to wait in queue or request a callback. This callback can be scheduled as soon as possible or at a specified date and time. The automated system recognises callers natural voice and eliminates the need for touch-tone input.

'The CallBack Manager is an exciting new addition to Servion's Contact Optimisation Systems platform,' said Tom Hsia, general manager of Servion Global Solutions Inc. Instead of keeping customers on hold during peak hours, customers have the option of requesting a callback time that convenient for them.

Servion understands that callers with cellphones or cordless phones have difficult entering numbers and letters with a telephone keypad. By using a natural language interface, Servion's solution is both friendly and intuitive. Callers just need say 'as soon as possible' or 'tomorrow' and the voice prompts will confirm the requested date and time. Contact Centres will be able to respond to callers during less busy times balancing call volumes while improving customer satisfaction.

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