Self-service portals are an increasingly popular means to help users find information and resolve problems.  By focusing on the customer’s requirements, transactions can be handled directly without direct contact with the call agent. This provides an intelligent, personalised self-service experience over the phone, allowing your customers to efficiently retrieve the information they need from the contact centre. They can use a touch-tone service or their own voice to request information with self-service, and, if live agent assistance is requested, you can transfer information given by the customer and the call itself to the agent, resulting in a smooth customer service experience.

The business benefits of Self-service

• You can create an experience so compelling and consistent that customers prefer to use it
• You can increase customer satisfaction with precise answers from any repository
• You can align the contact centre with your business strategy
• Ensure that customer service supports business strategies by providing unique, personalised service to each customer based on any and all customer information
• You can reduce costs – offset the high costs associated with assisted-service contact centre agents by directing customers to more cost-effective, personalised applications.
• Provide a transparent hand-off of information from voice self-service to agent-assisted service by allowing the live agents to see the self-service interactions prior to call delivery.