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Advanced Technology for Performance Exceeding Live Agents
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We employ technology advances to make it as easy as possible for our clients to try the WebForPhone customer-self-service, accessed by speech/phone, and take advantage of its high quality.
This is based on two novel features.
First, WebForPhone interaction with customers is by speech. It creates a natural ambience, avoiding mechanistically navigating through menus and pushing buttons.WebForPhone uses very large proprietary vocabulary that is recognized automatically. It includes names and addresses, product names, venues, technical terms (e.g. medical) and commonly used words.
Second, companies that offer self-service by Internet can now augment it with similar telephone/speech self-service. WebForPhone has a methodology to interact automatically with clients' websites, just as if the website interacts with an Internet station. This is offered on utility like terms. No IT involvement. No installation charge. Pay by minute or by fixed price per call or transaction. Use as much as desired; we offer large traffic capacity...
Our goal has been to make it risk-less to adapt our automated speech/phone self-service. As noted, WebForPhone provides the emulating of functionality of existing customer service websites. It utilizes the website itself to employ the back office processing of transactions. We take care of interfacing our platform to the clients' websites, at no charge. Further, WebForPhone includes a hosted platform to deliver the service to the customers of our clients. In short, we operate like a utility providing the connection, with the client paying based on usage.
We have used this method to serve large clients. Among them are Independence Blue Cross, SEI Investments, AAA MidAtlantic and others, for tens of millions of calls. They attest to highly satisfactory customer service.
To try our service, we need the following:
(a) We need for clients to select their website capabilities to be offered to their customer self service by speech. Customers will be able to call our platform to:
• Purchase merchandise
• Track orders, cancel orders, process returns
• Check balance
• Locate stores
• Etc
(b) We will study the website on our own, but will still need to consult with the client's technical staff. Very limited amount of client's IT support will be needed. We will create the interface to emulate selected website functionality. It will require approximately three weeks for implementing the interfacing.
(c) The testing of functionality for the service will include routing incoming test calls to the WebForPhone Platform and it communicating with the website. We will make any adjustments in its operation to conform to your requirements.
Price:
There will be no charges mutually for the pre service set-up, interfacing and testing. The pricing of usage with live customers will be very flexible, to be discussed. It may consist of fixed cost per call, or per transaction, or per minute service (whichever you decide), plus Telecom charges, if any. It will be a fraction of what it costs using a live agent call center.
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