Liberate your inbound line.
Connect with more of the customers who need to call and fewer of those who don’t.
- Help online-minded customers to help themselves
- Cut queue lengths & reduce call transfers
- Reduce the volume of avoidable inbound calls
The right inbound, in the right channels
Matching the right inbound support requests with the right channels is fundamental to reducing avoidable calls and cutting transfers.
Our Inbound Call Reduction solution applies online journey data, segmentation, and machine learning to direct support-seeking customers to the optimal support channel.
Focus on the customers who
need to call you
Deliver customers to their best-matched channel: Complex support cases are connected promptly to the call center, while more routine service requests are solved online. The result: shorter queues and fewer transfers to get customers to the assistance they need.
This machine learning solution matches support-seeking customers with channels based on the customer’s current activity on your website—accounting for the customer segment, channel capabilities, channel cost, and availability, for customer service to delight customers and your contact center.
Proactive Online Self-service
Are customers calling because they haven't tried an online channel or because what they tried didn't meet their needs? Discover why customers are calling to reduce avoidable calls in a sustainable way.
Promote your cost-effective online self-service channels to the customers who could use them—to help customers to help themselves.
Machine Learning as a Full-service
Testing, evaluation, & optimization are all part of the full-service we deliver via dedicated account managers. Rigorous testing and impact assessments are crucial for a positive lasting impact on your inbound call volumes.
We report to you. What’s working, and what can be optimized? To learn how channels can be managed differently for future online customer journeys and inbound call loads.