Personalizing Automated Calls With Adaptive Audio - Local/Native Version

Poor mobile phone signals and background noise
Limited knowledge of voice applications...especially further in
External distractions, multitasking, mood and attention span
A negative predisposition to IVR from earlier experiences
Visual, Cognitive, Hand-Eye (DTMF) and Hearing impairment
English as a second language, Regional Dialect and Cultural issues
Real People. Real Connections. Callers are dealing with...

Adjust audio playback rates (words per minute spoken) to suit individual callers...dynamically during each call
Use Adaptive Timeout Extensions to give callers more time to respond when they experience difficulty
Auto-select Speech/Touch-Tone based on historical success for each Interaction with Input Modality Switching
Preemptively transfer out callers getting frustrated and wasting time in the IVR - it’s better than hanging up
Have the IVR give terse, elaborate and/or nuanced audio based on the exhibited behavior of each individual caller
Get Caller Behavior Analytics that go well beyond traditional IVR reports
Adaptive Audio lets voice applications find the “ sweet spot” for each caller...automatically

Improve Customer Service and provide a better Call Experience
Skilled callers get express service: No need to get aggravated by long, tedious prompts - especially when they don’t remember the entire call script.
Novice callers get special attention: They get the information they need without getting frustrated and eventually pushed to a CSR.
Encourage repeat use: Callers having a bad IVR experience will rarely use it again. Encourage repeated use instead of reinforcing bad habits like zeroing out.
Salvaging self-service for mobile users: Poor cell signals and noisy backgrounds can exacerbate an already frustrating call experience.
Don’t turn the caller off: Encourage callers to stick with the IVR. It’s better than having them hang up and call back later, or not at all.

See a Clear and Measurable ROI right away
Reduced Operational Costs: Adaptive Audio has been proven to decrease caller errors by 6% - 8% , increase AHR by 1% - 3% , increase IVR Utilization by 10 - 20% and reduce AHT by 6% - 16% .
Reduced CSR Labor Due To Increased Call Automation: If self-service is quicker-and-easier for the caller, they will use it and use it the next time they call. The reverse holds true too.
Increased Customer Retention: Satisfying callers helps keep their business. It’s cheaper than acquiring new ones.
Reduced CSR Labor With Fewer Callers Venting: Callers often take up the CSR’s time when complaining about an ineffective IVR.

Flexible. Scalable. Open Architecture. Easy to Pilot and Deploy. Performance Based Pricing
Low Cost Pilot proves ROI before licensing
Same voice application run with and without Adaptive Audio for 10 days during Pilot
Parameters can be fine tuned for maximum efficiency gains during the Pilot
Software key converts Pilot to Production Model
Performance based pricing is month to month with allowances for changing call volumes
Compatible with VoiceXML, Open Source and proprietary Hosted/CPE environments Adaptive Audio Standard Edition
Small deployments
Native, platform specific
Negligible processing requirements
Avaya, Dialogic and all major platforms are supported

Personalizing Automated Calls With Adaptive Audio - Local/Native Version

by Interactive Digital on Jan 27, 2012

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