Loyalty

For many businesses, the contact center is the primary and most frequent point of contact with the customer. Many companies consider the contact center experience as “the moment of truth.”  Customers are known to consider their interaction with the contact center more important than any other experience they may have with a company throughout the entire life cycle of their relationship.

• Voice of the Customer – Call and agent screen recording provide evidence of the customer experience. A graphical interface makes it easy to see where a call transitions from automation to an agent, capturing the entire call as a single “experience” with reviewable components. An ability to easily share voice clips and video files makes it easy for executives to review the qualitative tone of customers as well as how agents work through issues. 
• Personalization – VoltDelta’s CallMatch can immediately identify wireline and wireless callers and call attributes without asking a question. As a result call routing to the most applicable agent group can be triggered, thus working to improve the overall experience. 
• WhisperTel – Automation to agent integration is seamlessly linked within VoltDelta’s DeltaTouch platform. Different from most vendors who rely on partners for voice automation, VoltDelta provides speech recognition resources along with WhisperTel technology that provides agents with a call recording of an interaction upon transfer to avoid repeating details.
• CRM Integration - Pre-populating fields with caller details within popular CRM systems such as Microsoft Dynamics and salesforce.com works toward improving caller satisfaction by providing agents with additional caller detail in a familiar format to assist with rapid call resolution.
• DeltaCheck – This automated, speech-enabled survey can be offered post agent call to identify specific customer satisfaction and loyalty issues.   As an automated solution, agent bias is eliminated while providing callers consistency an element of privacy with which to respond.

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