Our economy foresees the advent of globalization, disinvestments and deregulation to bring arduous competition and boundless opportunities ahead. Thus, it is critical to find innovative methods to stay profitable, improve customer services while boosting productivity and reducing costs.

This growing competitiveness suggests the importance of customer loyalty. Since, your existing customers contribute a significant share to your revenues in comparison to your new customers, not to forget the significant cost of acquiring a new customer. Thus, you can no longer afford to focus only on cost cutting to stay profitable in the global economy. Your enterprise must re-examine its business strategy to determine how to manage customers profitably, and provide them with premier service in order to maintain and grow the relationship.

Customer satisfaction is a key measure of success and the best companies work hard to know their customers so that the service they deliver is a step ahead of any competitor. In fact, the biggest challenge today is to not only be able to provide this premier level of customer service, but to simultaneously be able to do more with less and ensure a high productivity.

Your contact center’s role has expanded beyond merely servicing and contacting customers. Success and productivity are no longer measured solely on statistics like number of calls handled or average length of call. The contact center now functions as a strategic piece of overall business puzzle and is a key in managing and optimizing customer relationships. Today, customer satisfaction is a key measure of success and the best companies work hard to know their customers so that the service they deliver is a step ahead of any competitor. The challenge today is for your enterprise to not only be able to provide this premier level of customer service but to simultaneously be able to do more with less and ensure a highly productive contact center.

This business paper outlines best practices for managing these challenges using proactive IT and communication technology blend: dhavani

1. Automates customer interactions, allowing live agents to focus on high-value or more complex interactions.
2. Smoothes the peaks and valleys of contact center traffic thereby adding some predictability to the mystery of agent staffing
3. Allows customers to serve themselves for routine interactions – information dissemination and transaction self-service are applications that are frequently offloaded to IVRs
Since, customers are your enterprise’s most valuable assets, every interaction experience should be positive, even when it’s not with an agent. IVR technology gives you the opportunity to create a convenience for your customers that could be very must appreciated and enhance the relationship.

Agents are the most significant expense in most contact centers, and although there will always be a need for them they should be reserved to focus on handling more complex situations such as customer complaints and other exceptions to normal procedures. It is far better to concentrate an agent’s time on high value interactions versus routine requests that could be handled by an automated solution.

Voice Mail/Voice Messaging

Voice mail/Voice messaging systems provide call coverage and messaging services. Each person is assigned a voice mailbox where callers can leave recorded messages. Most systems allow remote access for retrieving messages and changing greetings. Other features include call screening, message forwarding, broadcasting messages, and paging. With voice mail, businesses can deliver and receive messages during non-business hours, which is especially useful for international markets. Organizations can also efficiently distribute general information to large numbers of employees. Busy users can also screen callers to immediately answer important calls while deferring other calls to a more convenient time. For voice mail applications that take advantage of PBX integration, caller ID lets callers reach an individual mailbox without having to dial extra digits. This capability is known as auto-station login. When a user calls from a desk phone, the application automatically asks for a password. From the caller ID, the voice mail system determines the appropriate mailbox number and jumps to requesting your password. Other valuable features include positive disconnect supervision and setting/canceling message waiting lights to alert people that they have messages. Besides creating voice mail applications for business, consider creating voice-messaging applications for community services, travelers (hotel/travel/convention), transportation, and cellular phone users

Fax on demand
Dhavani integrates dynamic faxing capabilities to provide an additional communication channel between you and your customers. A fax can be generated dynamically, populated with specific data unique to the particular customer to communicate offers, confirm data or provide fulfillment. Communications might include a confirmation that an order has been shipped or a notice that there is a problem that requires attention.

SMS on demand
Dhavani also enables dynamic messaging capability through SMS. dhavani’s wireless functionality gives your customers access to content wherever they are through wireless connectivity. It supports cell phones, PDA’s and other wireless devices to give you another customer access point that can be seamlessly and consistently integrated with your automation initiatives.

Other Benefits

Reduced Costs, increased ROI

By automating information exchanges, HR inefficiencies are significantly reduced. Organizations often experience ROI after few months of implementation.

Customer Satisfaction

Enterprise continually meets and exceeds customer expectations as dhavani provides access to products and services 24/7

Multi-Lingual Support

dhavani could be trained to undertake various languages.
Summary

Many customers are looking for option to conduct business via self-service voice applications. When used strategically, these applications can help customers recognize the value in using self-service and appreciate the conveniences they will gain from it. dhavani can allow customer’s transaction to happen faster and be performed at any time of day or night without waiting in queue for an agent. For your business, this can mean you are not only saving money but improving customer service and customer satisfaction as well. What’s better than the best of both worlds?