Interaction’s patent-pending, technology-enabled service delivers a revolutionary, personalized customer service experience while achieving breakthrough savings.

The service can be applied in two ways:
First Touch Service — Replace your IVR
Enhance/Rescue — Enhance your IVR

First Touch Service
With “First Touch” service, calls are routed to the Interactions Service and greeted with a
“How can I help you?” prompt. This delivers the most impact and can:

• Increase automation success
• Increase automation breadth
• Reduce repeat calls
• Reduce mis-routes
• Create an immediate answer

Enhance/Rescue
Already invested several million dollars in an IVR solution? Interaction can enhance your self-service capabilities by addressing more complex service areas that currently require your live agents:

• Multi-element authentication
• Address and email capture
• Trouble shooting
• Detail product or plan descriptions
• Effective upsell
• Sophisticated transactions ... and more.

Many IVR menus must offer a catch-all option “for all other requests”. Callers making this selection end up with a live agent not because their request is truly complex, but because they couldn’t match their need with any option presented in the IVR menu. A quick trip through the Interactions Service Factory^sm can identify the call reason and often satisfy them on the spot.

Rescue Me! Interactions can be the safety net for failed IVR calls. For example, he Interactions flexible authentication system can rescue a simple (and common) “forgotten PIN” call. Calls that come out of an IVR with no reason code can be properly routed or completely handled with one or two simple open-ended questions to the caller starting the conversation.