In addition to our 80-seat Contact Centre, staffed by experienced Customer Service agents, CDS Global can utilise a Voice-Enabled Virtual Agent (VEVA). This Interactive Voice Response (IVR) system allows customers retrieve information from their account and make changes without the aid of a customer service agent. The system uses the latest in IVR technology to enhance customer service levels and provide an efficient customer tool for our clients – 24/7.
VEVA has true voice recognition capabilities and can recognize many different phrases with similar meanings to process customers' common requests. Currently, VEVA handles changes-of-address, the replacement of missing issues and status enquiries, such as questions regarding start or expire dates, recent payments etc.
Apart from the ability to action customer enquiries 24/7, being able to direct calls into VEVA enables us to reduce the effect of call “spikes” on live agents, helping to improve overall service levels. |
