VeConnect®

Effective routing of calls is a challenge that many organisations overlook. Organisations that address this challenge, see significant improvements in both operational efficiency and in customer experience.

Many organisations confuse their callers, by asking them to match the reason for their call to complex push-button menus, or replace them with unfriendly directed speech enabled call routing that does little to eradicate push-button issues. As a result, organisations spend considerable resources and time, transferring callers to the most appropriate service point. Sales and retention opportunities are often missed as customers become irritated by long and frustrating transfers, before their enquiry can be dealt with.

VeConnect® utilises proven speech recognition technology to establish a caller's enquiry by asking a caller to speak in a natural and unconstrained manner in response to a simple "How can we help" type question.

The system listens, interprets, and if necessary, asks clarifying questions all within a natural interaction. Callers are then connected to an appropriate agent with the required skills to handle their enquiry or to other telephone self-service service channels.

VeCommerce has developed VeConnect based on established statistical models, tuned over many existing deployments for key industries such as financial services. Each system is then customised to provide a natural and unique customer experience that reflects an organisation's brand and customer experience expectations.

More callers to right service channel first time

VeConnect gets more callers to the right call agent or self service channel at initial point of contact. VeConnect has been proven to help organisations achieve plus 95%+ call routing accuracy.

Maximise Customer Value

Identifying detailed reasons why customers (existing and potential) are calling allows organisations to identify value creation (sales and retentions) opportunities that can be routed to the best suited call agent.

Optimise handling time

By telling a call agent why a caller is calling, allows the call agent to take control of the call. This enables a reduced handling time and enhanced customer, and agent experience.

Enable Contact centre agility

VeConnect enables an organisation to change the way it iteracts with callers. Calls can be routed, based on specific call types meaning basic demand types can be routed to new staff and more complex demands to experienced call handlers. This can reduce training time and increase call agents' satisfaction.

Know a customer's identity for a Truly Customised Experience

Deploying VeConnect alongside a speech enabled Identification and Verification application (such as VeSecure) enables your organisation to make advanced routing decisions, such as sending high value callers to your best agents and identifying and routing retentions and collections opportunities before a call reaches an agent.

Did You Know?

There are three main human identity authentication factors: something that a user has, something that a user knows and something that a user is or has, like their voiceprint.

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