Deliver Better Service and Lower Costs
Aria helps contact centers deliver exceptional customer experiences while simultaneously reducing costs. We do this by building world class contact centers “that provide world class service at an optimal cost”. While there is no industry standard definition of world class service, Aria defines it as “exceeding customers’ expectations in all interactions”. The foundation of our solution is best-in-class customer interaction management software which provides the following powerful applications:
IVR/Speech Recognition
Properly designed IVR/speech recognition applications can enable customers to perform self service transactions such as account inquiry, order entry, and order status, for as little as one tenth the cost of an agent. They also provide customers with better service by avoiding any wait time and being available 24/7. These applications off-load agents of routine, repetitive calls and can give them additional time to handle more complex interactions.
Advanced Routing
Dramatic improvements over traditional PBX routing are available and they offer many more options for how interactions are treated. Significant results can be achieved in customer service and efficiency by increasing the percentage of customers whose calls get routed to the right agents at the right time. In addition to voice calls, the technology also routes emails, chat and other interactions, and work items such as back office tasks.
Agent Desktop
Rich agent desktop software can significantly improve agent efficiency and enable higher levels of first call resolution by giving agents more comprehensive tools and information with which to serve customers. This can be achieved by displaying caller data from an IVR application, popping the customer’s account, and allowing for more simplified navigation of back end IT systems. Additionally, agent desktop software provides a user friendly interface for multi-media interaction control and interaction history. It also enables agents to track the types of interactions they process so that management can recognize patterns and trends to make the right changes to improve customer service. Lasly, new customer relationship management (CRM) solutions provide more affordable and flexible solutions to store customer data and experiences than ever before.
Advanced Reporting and Analytics
Integrated reporting on all customer interaction management applications in the contact center is now possible. More detailed data is also available and in many forms. For example, consolidated real time, historical, ad hoc, dashboard and end-to-end reports can be produced for IVR/speech, routing, multi-media, agent activity, outbound, workforce management and many other applications. Analytics tools enable contact center staff to perform trend analysis and ad hoc inquiries, which in turn can help them to identify valuable operational improvements.
Workforce Management Systems
Gone are the days when basic forecasting and scheduling programs would suffice. There are now powerful programs that can enable a workforce manager to forecast and schedule much more accurately and with less effort. Tools also exist which off-load workforce managers of time consuming and repetitive tasks, and improve agent morale by giving them options for greater empowerment.
Other Applications
Other powerful applications are possible such as highly flexible software for creating predictive, progressive and other outbound calling campaigns, including integration with inbound applications. Workforce management software now provides improved scheduling and forecasting programs, integration with routing, and enables more agent empowerment. Solutions are now available that can automatically route business processes and can greatly improve agent productivity. |
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What is Customer Interaction Management technology? - Tour
The Art of the Possible - White Paper |
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