[24]7 Releases [24]7 Speech
[24]7 today released a major version of [24]7 Speech, its predictive, cloud-based speech self-service solution that uses omnichannel data to predict caller intent. The solution combines prediction with natural language and omnichannel experience design, bridging the interactive voice response experience to a digital experience.
[24]7 Speech considers not just what customers say but who they are, what they did on the Web or in mobile apps, and what they tried before calling the toll-free number. By gleaning insights from the customer's activities in other channels, devices and sessions, the solution predicts in real time why the customer is calling. [24]7 Speech also lets customers invoke a visual experience, call back, or mobile chat session from within the call.
"Consumers expect an omnichannel experience where they can connect through the web, IVR, mobile, and social media touch points and maintain one continuous customer journey to rent a car," says, Gerard Insall, chief information officer at Avis, one of the early adopters of the solution, in a statement. "With partners like [24]7, Avis continues to use innovative technology to continually push the boundaries of the customer rental experience to new levels."
"Smart phones have revived the IVR in the enterprise customer care arsenal," said Dan Miller, founder and senior analyst at Opus Research, in a statement. "The new IVR uses the power of predictive analytics to make rapid identification of the caller and her intent, automated resolution of her problems, and intelligent routing of the call possible. [24]7's added layer of intelligence in the IVR makes interactions with consumers simple and more effective for businesses, which is increasingly important in the new 'consumer to business' era."
"Every touch point is an opportunity to engage the customer and the IVR is no different. [24]7 Speech embraces the digitization that the smartphone offers, enabling the enterprise to craft a compelling customer experience," said PV Kannan, co-founder and CEO of [24]7, in a statement. "All companies need to be digitizing their channels and this is the way to digitize the IVR."
[24]7 Speech is available as an integrated part of a cloud-based solution spanning voice, web, mobile, and chat engagement or standalone as a cloud-based IVR solution.