Above all, vocal 2.0 means more superior-quality interactivity with your customers. Before your Contact Center agents are engaged, your customers are identified to allow you to personalize your greeting. Your customer receives a warm, personalized welcome and is attended to in the simplest, most natural way. Your company sells outstanding products; the services which go with them should be just as good.

In his final remarks, Walter MARTIN added : « App-line showed an exceptional level of responsiveness throughout the project ».

Customers calling your contact center should not be limited to a rigid choice system where they are asked to “press 1 for service A, 2 for …”, nor should they have to get lost in a maze of complex choices. We are still seeing too much routing, often over-simplistic, or absurdly complex...

A good contact center must be able to anticipate a customer’s needs.  Before putting a customer in contact with the most appropriate Agent, your contact center should be able to productively interact to collect personnel customer data.

One way of doing this is to replace the on-hold music by a more personnel message. For example, when calling your favorite on-line store, you might hear: “Hi Monica, thank you for ordering your new GSM with us, did you know you could buy an earphone to go with it at a special price ? You haven’t received your package yet, is it damaged? Or, how can I help you ?".

To get the best customer benefits and optimize the human resources of your contact center, the new generation voice self-service systems are a must. The technology is now mature and rapidly deploying. With increasingly productive setup tools, installation times are much shorter than ever before.

In a nutshell, Vocal 2.0 works like this:

1. Identify customer
2.Determine caller intentions
3. Add personal data
4. Satisfy customer needs