Improved Customer Service

Voice recognition and Recording

Often a caller simply wants to leave their information or have a call dealt with simply and without fuss.

Using a computer to take that information from your caller, or to deliver information to them takes the work load off your busy staff. Using methods developed specifically to help customers, Comino Connect can help you deliver the benefits your caller needs.

If you are ready to implement caller recording or just want to learn more about how and why you need this service to protect your staff and your business. Call us now.

IVR Designer

The IVR designer is a development toolkit for the rapid production of voice applications.

Voice applications include:

Auto-attendant (menu systems)

Most people are familiar with these systems. After being greeted with a welcoming message, the caller is played a number of choices and must use their telephone keypad to make a choice.

A small number of large companies have implemented overly complicated badly designed menu systems, that have given these types of applications a bad name. However, a properly designed uncomplicated auto-attendant application can still be very useful.

In-queue messaging

IVRs can be used by customer whilst they’re waiting in a queue. IVRs will typically play comfort messages to the caller. More complicated IVRs might play back the callers’ queue positions, allow the callers to request call-backs or provide automated services.

Automated services

Companies can use IVRs to provide their customers with automated services. Automated services can run 24-hour a day, 365 days a year; and cost very little to maintain.

Automated services should be implemented cautiously and not viewed as an easy way to cut back on agents.

The following are all examples of automated services:

  • Balance enquiries
  • Mini-statements
  • Account payments
  • Form requests
  • Market research
  • Voicemail
  • Appointment booking
  • Setting up a direct debit
  • Customer satisfaction survey
  • Product registration
  • Shipment status

The IVR allows the majority of applications to be created using the graphical flow-chart like designer. The functionality available through the graphical designer includes playing files, recording audio, logic decisions, speech recognition, text-to-speech, speaker verification, database access, send XML messages and email access.

Where necessary an IVR can be extended using either our own object orientated scripting language or a third party language such as C#, C++ or VB.

A single IVR server is scalable to 2048 simultaneous calls. Multiple servers can be clustered together to provide extra resilience and greater capacity.