What is ViaSpeech, the AI voice solution for automating your incoming calls?

ViaSpeech is an advanced Interactive Voice Response (IVR) system in natural language, designed to modernize the reception of incoming phone calls in your business. By integrating speech recognition and voice synthesis technologies, ViaSpeech enables smooth and efficient customer request handling, offering an improved and personalized user experience. Whether for a call center or a contact center, this solution ensures optimal call management.

What are the differences between a DTMF IVR and a natural language IVR?

The DTMF system relies on tones generated by pressing the telephone keys. Each key corresponds to a specific action, requiring the user to be somewhat familiar with the voice menu and patient enough to navigate through the different options. While this system is robust, it can be rigid and frustrating for users.

Natural language, however, allows the user to express their request as a full sentence, such as "I want to speak to customer service" or "When are you open?" The natural language IVR of ViaSpeech interprets these voice commands smoothly, eliminating the need to navigate through complex menus. This drastically simplifies the interaction and enhances customer service efficiency by reducing the time callers spend obtaining what they need.

What are the advantages of an intelligent phone reception for your business?

• Automation and Efficiency: ViaSpeech automates telephone call handling, reducing customer wait times with intelligent routing and optimized queue management. The web interface allows easy customization and configuration of voice responses and hold messages.

• Flexibility and Customization: Adaptable to all business types, ViaSpeech allows you to set specific time slots for call forwarding or redirection to voicemail, according to your customer service needs. You can also activate additional modules to meet specific needs such as conversation transcription or call recording.

• Improvement of Customer Experience: Due to ViaSpeech’s ability to manage a large number of calls simultaneously, it is possible to reduce overflows and ensure that each caller is quickly connected to the right interlocutor. This enhances customer satisfaction while optimizing the efficiency of your customer service agents.

How does ViaSpeech's conversational AI improve customer call management?

ViaSpeech uses artificial intelligence to significantly enhance the efficiency and quality of your customer service. When a call is received, the natural language IVR listens and interprets the customer's request. Thanks to AI, ViaSpeech is able to accurately understand the needs expressed by the caller, even if they are articulated in complex ways.

Here is how ViaSpeech optimizes customer request management:

1. In-depth Understanding of Customer Requests: ViaSpeech analyzes requests by drawing on a richly informed knowledge base. This allows the system to provide precise and relevant responses in real-time, without requiring immediate human intervention.

2. Intelligent Call Routing: If the request requires specific assistance, the system routes the call to the most qualified advisor, considering the skills needed to effectively address the request. This intelligent routing ensures that the customer is connected to the right person on the first contact.

3. Exchange Transcription: The exchanges between the client and the IVR can be transcribed, which provides advisors with an overview of past interactions. This facilitates more personalized and adapted assistance, thus optimizing customer satisfaction.

By integrating these features, ViaSpeech allows personalization of interactions, improves response accuracy, and ensures more efficient and responsive customer service.

Who is the ViaSpeech voice automation solution for?

ViaSpeech is ideal for call centers, customer service departments, and companies of all sectors looking to modernize their phone system. Whether your structure is a large call center or an SME requiring an automatic system, ViaSpeech adapts to your needs. Its compatibility with technologies such as SIP, Asterisk, and PBX allows for seamless integration into your existing infrastructure.

How to use ViaSpeech to optimize call management?

• Easy Configuration: Through an intuitive web interface, configure your phone greetings, hold music, and call routing scenarios based on your opening hours and specific needs.

• Automated Responses: Using voice synthesis and voice recognition, ViaSpeech allows clients to easily navigate the voice tree, ensuring that their requests are quickly addressed.

• Monitoring and Analysis: With detailed dashboards, track the performance of your voice service, identify call peaks, and adjust your strategies accordingly to improve call flow management.

What are the costs associated with ViaSpeech?

The cost of ViaSpeech varies according to your company’s specific needs, the volume of calls processed, and the chosen features. Our packages are flexible, suitable for different usage levels, and offer excellent return on investment in terms of efficiency and customer satisfaction.

What are the benefits for your business?

• Reduction of Wait Times and Improvement of Customer Satisfaction

• Optimization of Phone Call Management with Intelligent Routing

• Continuous Process Improvement Through AI Integration

• Flexibility to Adapt to Changing Customer Service Needs

• Centralized Management of Incoming Calls and Improved Agent Productivity

With ViaSpeech, you turn every call into an opportunity to strengthen customer relationships while optimizing your company's resources. Enjoy a hosted, scalable solution perfectly integrated with your existing telephony system. For more information on how ViaSpeech can improve your customer service, contact us today.