Medium & Large Business

Deliver better service over the phone

 Do your customers get frustrated when they call you because they can’t find what they need quickly?  Every phone call is an opportunity for you to improve your service record.  Part of Managed Contact Centre Solutions, TELUS IVR and Speech Recognition allow you to improve your customers’ experience by offering easy to understand options for service.  You spend less time and money while delivering better service.

• Automate routine, low value calls to free up employees for business-critical tasks
• Reduce costs per transactions while improving service over the phone
• Extend service hours and provide anytime/anywhere service availability

Key Features and Benefits

Your people are a precious commodity.  So why waste their talent and time on tasks that technology can cover?  Directing calls, changing addresses, information inquiries and transactions can all be done with TELUS IVR and Speech Recognition.  We’ll work with you to identify the right solution and then build an implementation roadmap to detail design, development and deployment.

• Choose from a range of applications that automate routine tasks
• Customize your solution to suit your industry – TELUS has tailored solutions for industries including finance, retail, health care, utilities and travel
• Choose to own or pay per use with a hosted or managed premise-based solution

Applications

Call steering:

Provides a single point of contact for callers and directs their calls based on voice commands; helps avoid misdirected calls or multiple transfers.

Address Change:

Avoids complexity of using alphanumeric inputs and eliminates the need for employee intervention.

Password Reset:

Automates password reset function through voice commands.

Field Force Automation:

Field workers can submit updates for dispatch or billing information without having to key in information.

Corporate Directory:

Callers can capture names and have their calls directed automatically, without switchboard intervention.

Information Inquiries:

General inquiries can be automated to free up employee time.

Transactions:

Transactions including reservations, membership renewals, voting, funds transfers and service orders can be completed and verified through the phone without human assistance.