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| Order Entry |
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C.a.T.S. has changed the way clients think
regarding a telephone. Most customers think of
only 2 avenues: speaking to a live agent or using
a desktop/web application.
More than 50% of the total orders are done via
an Interactive Voice Response (IVR) System at a
single site. This amounts to 40 000 orders being
taken per month by the IVR with no human
intervention.
The Return on Investment is absolutely
staggering, considering that in this particular
case, approximately 1500 live agent hours is
being consumed by the IVR. Plus, the process of
placing an order is faster due to the process
being stripped of unnecessary procedures.
Clients are afforded the opportunity to record
messages ranging from address changes to
requests. Agents follow up these messages from
any physical location.
The status of orders can also be gleaned via the
IVR. This we have perfected by receiving status
reports, which is received by the IVR, processed
and incorporated. The orders are also uploaded
for processing. Clients have the option to pay via
Credit Card or on Account.
With IBM's industry leading Text To Speech
technology, audio played back to the user is
dynamic. Addresses, telephone numbers etc.
can be changed on the fly and played back by
the users seamlessly.
Should the user desire paperwork regarding the
transaction, the information- be it an order status
or transaction statement- can be automatically
faxed to the user by using the default fax number
of the caller or the caller can enter a fax number.
The info can also be e-mailed to the user.
The client is furnished with a tool to place orders
without having a PC and with no need for ISP's,
dialups, modems or PC based or Web Based
software. Transaction information is safe and
secure.
With a telephone, you can give your customers
access to data, functionality and services; easy,
cost effective and at any time.
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Advantages:
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- Automate customer order entry with many
concurrent calls.
- Answer calls on the first ring, 7 days a
week, 24 hours a day.
- Speak to callers in a human tone of voice.
- Provide accurate and reliable
information which is up to date.
- Optimize personnel
and build a log trail of all activities.
- IVR order calls cost saving as high as
98%.
- Standard interface to clients; orders are
placed quicker.
- Complete log and statistics on orders
for queries in text.
- No capital investment needed for platform.
- No internal skills needed.
- Settle payment during the call; account or
credit card.
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