ARMO-Vox Voice Systems for Client Self-Service at Telecommunication Companies
Successful business of telecom operators, along with quality of service, in many ways depends on their ability to ensure security of their clients’ personal data and provide effective and prompt technical support. ARMO-Vox solutions based on natural speech recognition technologies allow to optimize these indicators, as well as reduce expenses and improve company image.
To get information and solve technical problems, most clients of telecommunication companies prefer to call contact centers. Many companies automate their client service via tone dial menu. But after accessing the menu around 40% of subscribers immediately choose switching to operator, 59% make wrong choice, while total number of automatically processed queries does not exceed 20%. ARMO-Vox applications recognizing up to 85% of voice queries allow to enhance contact center effectiveness. To access required information, a subscriber, instead of using a number of key sequences, only has to answer the system’s “What can I do for you” question. At the same time, voice system can inform subscribers about planned maintenance works, new tariffs, special offers, and services.
ARMO-Vox Voice System Versatility
By calling a contact center equipped with voice
self-service system, subscriber can promptly access information about his or her
account status, call time, text message and Internet traffic statistics; contact coverage area identification
service or technical support. Without operator’s assistance subscriber can activate
account, change tariff plan, activate/deactivate additional service packages,
and top up balance. Additional service improvement and convenient subscriber
self service is provided by interactive application for mobile devices,
automatically processing queries and giving access to a number of services
including making payments.
Effective Personal Data Access Protection
ARMO-Vox applications based on voice
biometrics technology ensure easy, fast and effective subscriber
authentication. This technology is more reliable than such data protection mechanisms
as PIN codes, passwords and key words, and is more user-friendly. Use of voice
biometrics allows to secure access to password change, account, and other
services including call detail records or phone number locking, as well as
enhances security of contact center operation.
