“…the technology to provide an optimal caller experience.”David Kirsh, UCSD Lead Researcher
More and more companies are recognizing they can automate more calls cost effectively and improve caller experience with a no hassle, risk free hosted solution from Smart Action. These case studies show some typical applications and the problems they successfully solved for our customers.
The thousands of technicians at the company were expected to know and execute numerous client-specific procedures for each work order, procedures that were complex and frequently changing. Now they call one phone number for all work orders and Smart Agents walk them through the specific work order close out procedures for each client. Smart Call Agents successfully close out over 96% of valid work orders and reduce call time by 67%, reducing cost and user frustration.
NMR needed to revamp its customer service operations to provide better customer service, handle more call volume effectively and generate more revenue from the call center. The addition of Smart Call Agents and a new telephone system helped the company double its call center revenues in just 6 months. At the same time, it improved customer service to meet service level targets, while reducing live agent costs.
Because of its rapid growth rate, QuickConfirm.com needed a way to handle increased call traffic without adding significant cost or lowering caller satisfaction. "We sought out a solution that could assist our growth without adding significant cost. Smart Call Agents proved to be just the solution QuickConfirm.com needed,” said Carolyn Domiano, Manager of Implementation Services.
The company first came to SmartAction looking for an effective, customer-friendly outbound telephone survey solution. When over 94% of those called routinely completed the survey, the company saw that Smart Call Agents had the intelligence and natural language capability to handle the more sophisticated calls in which delivery is confirmed. The result was 85% of delivery confirmation calls made by Smart Call Agents are successfully handled without operator assistance.
Purity had relied on a simple touch tone IVR to supplement its live agents in handling customer calls. Faced with growing call volume, the Company realized that it could handle more calls and handle them more effectively with an intelligent call automation system from Smart Action. Smart Call Agents handle about 3000 calls a day. With continuous system tuning, operator transfers have been cut in half to 18%.
TMC has named SmartAction's Smart Call Agents for a Customer Interaction Solutions 2011 Product of the Year Award. "SmartAction was selected to receive the 2011 Product of the Year Award for its achievement in advancing CRM, contact center and call center technologies. Smart Call Agents have demonstrated excellence as well as provided ROI for the companies that use it," said Rich Tehrani, CEO of TMC.
