Watch in less than 3 minutes how routing customer contact with speech technology can contribute to setting up a customer-friendly service in which technology optimally supports people.
If the customer’s question is one for which the solution is an existing online self-service application the customer will receive a text with a link to this online self-service. The customer can then decide for themselves if they want to use the self-service or if they want to be connected to a live advisor. For example, this can work with questions relating to status and order information, (de)activating an account or confirming a change of address.
When routing a conversation, a free advisor is found based on the topic and the skills required. As soon as the conversation is assigned to an advisor the contact history and customer information of the caller will appear on the advisor’s screen. The recorded question and the classification results will be displayed. Through a connection to the knowledge database a suggested answer and additional information on the topic can also be displayed.
DPG Media is the largest publisher in the Netherlands. At DPG Media, the Customer Services department is responsible for service and sales for subscribers of their brands. With dozens of strong brands such as Nu.nl,
The customer service department at KPN is the first point of contact for both private and corporate clients. The many millions of customer contacts with KPN are handled by phone and are also increasingly taking
M7 Group, owned by Canal+, is a major European pay-tv operator offering and language-specific packages to over three million subscribers in eight countries: Netherlands, Belgium, Germany, Austria, Czech Republic, Slovakia, Romania and Hungary. Telecats implemented
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