Top-Three Global Credit Card Issuer Expects Service to Handle 10 Million
Transactions Annually; Customers Seeing Greater Than 80 Percent Adoption,
Significant Improvement in Customer Satisfaction, Over 90 Percent Task
Completion Rates
CAMPBELL, CA–(Marketwire – Mar 20, 2013) – [24]7, the intuitive customer
experience company, today announced the [24]7 Visual Speech solution, a new
service that transforms existing interactive voice response (IVR) into a
next-generation mobile customer experience. In a world that is rapidly going
mobile, [24]7 Visual Speech delivers a unified customer experience across
IVR and mobile without losing the customer’s context. The new [24]7 solution
is unique in the industry in leveraging predictive analytics and real-time
decisioning.
The contact center IVR continues to be a dominant channel used by consumers
despite the expansion of web, chat, social and other channels. Actual usage
of mobile apps by consumers is low as they must make the effort to download
the app and consistently use it. [24]7 Visual Speech provides consumers
using IVR systems with an advanced HTML5 mobile web experience without
requiring the consumer to download a mobile application. The IVR guides the
consumer to a successful transaction by bridging to the mobile web. By
acquainting consumers with mobile self-service, the results are higher
adoption of the mobile app, greater self-service automation, and a more
engaging customer experience.
As a multimodal solution, [24]7 Visual Speech enhances the speech
capabilities of an IVR with screen input and output, making it easy to
complete complex tasks. Consumers can now take advantage of the visual
interface of the smartphone to see complex data such as pictures, tables and
forms. Entry of information can be done by touch, type, or speech, based on
the consumer’s preference. The multimodal flexibility increases engagement
and self-service completion.
[24]7 Visual Speech’s predictive analytics and real-time decisioning
determine which IVR callers should be engaged with a multimodal experience,
and precisely when to do so during the customer’s journey. By accurately
predicting the individual consumer’s intent, [24]7 Visual Speech can offer
multimodal experiences that increase the scope of tasks that can be easily
completed in self-service.
Multimodal Solution for Predicted Smartphone Market in 2013 is a
Game-Changer
The world is moving to smartphones, and “sales of worldwide smartphone sales
to end users will be close to 1 billion units in 2013,” notes Gartner, Inc.
in “Market Share Analysis: Mobile Phones, Worldwide, 4Q12 and 2012,” A.
Gupta, et al, 12 February, 2013.
[24]7’s multimodal solution gives consumers a way to move from IVR phone
interactions to the mobile web using their smartphones. Initial results are
evidence that consumers have a large appetite to use their smartphones for
customer service. [24]7 is seeing consumer adoption rates for [24]7 Visual
Speech greater than 80 percent with over 90 percent task completion success
rates. A top three global credit card issuer deployed the solution and it is
expected to handle more than 10 million interactions per year.
“Consumers typically have a hard time using an IVR and eventually end up
pushing the zero button on their phones right away,” stated PV Kannan,
founder and CEO, [24]7. “At [24]7, through in-depth research we developed a
way to enhance the IVR experience through the use of the smartphone. We use
the smartphone for what it does best, to show a large amount of information
on the visual screen. In addition, consumers don’t have to download an
enterprise app. Consumers really value the ease, the speed, and the
innovation of [24]7 Visual Speech.”
[24]7 Visual Speech is available immediately. For additional background and
a video demonstration of the service, please
visit: http://www.247-inc.com/products/247-visual-speech.
About [24]7
[24]7 makes customer service and sales simple. Our platform and applications
use big data and predictive analytics to understand customers and drive
better service and sales results for large enterprises. We do this over 2.5
B times a year for the world’s leading companies. [24]7’s platform enables
an omnichannel interaction experience. We connect customer interactions
across an enterprise’s web, mobile, chat, social, and phone channels. It’s
all in real-time and in the cloud. Our solutions drive immediate business
results. We increase revenues, reduce service and sales costs, and create
more satisfied customers. [24]7 serves the Global 100 market leaders in the
Financial Services, Retail, Telecommunications, Technology, and Travel
Industries. [24]7 is a trademark of 24/7 Customer, Inc. [24]7 is based in
Campbell, California. For more information, visit: www.247-inc.com.
[24]7 is a trademark of 24/7 Customer, Inc. All other brands, products or
service names are or may be trademarks or service marks of their respective
owners.
