Tropo Speech Recognition Module for US Addresses from non speech IVRs (UVVX/CVP/Tropo):
Address capture speech interaction dialog for any Cisco Self Service (CVP or UCCX/IPIVR) application that needs to capture address information via an automated speech interaction. This provides high value and cost reduction for DTMF or “Press” or “Say” applications that need to capture full address or state information which would otherwise require calls to be sent to a live agent.
- Collect Zip Code, city/state and street address information
- Includes a default set of pre-recorded prompts
- Access to grammars for US address recognition
- Pre-defined user interface supporting best practices in VUI design for address capture
Tropo Cloud based Auto Attendant
Tropo Cloud based Auto Attendant provides a speech based call routing mechanism for your organization. A central number allows callers to say the names of employees or departments and be routed to the employee or department numbers on your PBX system.
- Allows for customer updates of names, departments, phone numbers etc online
- Creates grammars to enable speech recognition of names on a periodic basis
- Billing is based on the duration of the call
- Provides a professional view of your company to the outside world
- Includes consultation on proper integration with and configuration of PBX
- 4 Hour training session on setting up names, numbers and ongoing changes
- Assistance with Pilots and testing prior to production cutover
SMS dialog from CVP Callback Queue via Tropo (UCCE/CVP/Tropo/Spark):
When calling from an SMS- enabled phone, customers are offered courtesy callback for long waits as well as the opportunity to work on their issue via SMS while waiting for the callback. For easy calls, this approach can leverage lower skilled agents. For complex calls, the SMS dialog may be used to further define the nature of the questions and/or begin to research material needed to resolve the issues. This approach reduces voice agent time by allowing SMS to move past basic questions to make the voice call more efficient. A transcript of the SMS session is made available to the voice agent as part of a CTI screen pop. Callback is cancelled if the situation is resolved via SMS. Future enhancements include the ability to leverage AI/ML to suggest best answer and possibly provide automated problem resolution.