Operate
The Interactions Service Factory is capable of handling anywhere from a few hundred thousand calls per month to hundreds of millions. During ongoing operation, Interactions delivers:

• 24x7 Monitoring
• Detailed Reporting

24x7 Monitoring – Interactions 24x7 monitoring is closely watched by our Network Operations Center and can tie into client monitoring systems for additional vigilance. Alarms can be set not just for system operation issues, but also for specific business metrics that should be monitored continuously.

Detailed Reporting – Interactions reporting portal provides access to an executive level dashboard and the ability to drill-down into the data to see what is behind the numbers.

Improve
As the Service Factory becomes a key part of maintaining great customer satisfaction, it is crucial to continually improve performance. The Service Factory can:

• Listen to Customers
• Handle Business Changes
• Continuously Improve

Listen to Customers – The Service Factory records every call it takes, and logs meaningful interpretations of customer intent at every step of a call. This creates enormous insights into the type and frequency of needs and concerns expressed by customers.

Handle Business Changes – Business is changing constantly. By providing reasonably priced Service Consultants and Script Consultants, Interaction gives clients an easy way to keep up with changing business process. Unlike expensive “tunings” of relatively static speech recognition scripts, the Service Factory can maintain the flexibility necessary to keep up with rapidly changing business rules.

Continuously Improve – By easily capturing customer’s real-world expressions of concern, the Interactions TEL Process (Tool Enabled Learning) allows our Service Consultants and client process teams to precisely target efforts.