Syntellect Acquires Fluency Voice Technology

Syntellect, a leading provider of enterprise-class contact center solutions, is pleased to announce its acquisition of Fluency Voice Technology. Fluency’s speech recognition solutions combined with Syntellect’s Customer Interaction Management (CIM) suite enables the combined organization to provide more robust solutions that address wider market needs. As a result, companies can deploy contact center solutions more quickly with increased flexibility and greater cost savings. Learn more.

The pressure to provide better customer service while keeping costs down presents a colossal challenge to customer service managers. Consumers demand a speedy, satisfactory response and expect to be able to choose the medium of communication.

The customer service manager must respond with a choice of integrated contact channels, and greater all-round efficiency. In an ideal scenario, this would involve doubling call center agent capacity, yet budgets rarely permit this.

At Fluency, we meet this challenge head on with unique interactive speech applications, bringing welcome relief to customer service organizations caught between the need to improve customer satisfaction levels and the imperative of keeping budgets under control.

In addition to the sheer functionality of our speech applications, which are extremely user-friendly, organizations come to us because of the unique way we package and provide our products, which ensures a rapid, inexpensive, trouble-free rollout.

For example, instead of requiring months of painstaking customization, our software is supplied as an off-the-shelf package, which still allows for considerable tailoring. This enables a rapid, inexpensive, trouble-free rollout.

Companies can choose between running the system at their own premises, or buying the same functionality as a hosted service. The first option is available as a complete solution, integrated to your call center technology, and can be delivered on your existing IVR infrastructure to enable you to capitalize on previous investments in self-service automation. Furthermore, we give you the ability to make changes as your business changes – so you don’t need to draft us in to do the work, although we’re always happy to help!   Our hosted service gives you access to exactly the same software, but avoids the need for any upfront investment, and allows you to scale service up or down as you need it - for example in response to peak call activity.

Whatever your business, if you’re regularly dealing with high volumes of customers for any aspect of customer service (information queries, orders or payments), you stand to benefit on a considerable scale from transforming the routine call experience.

The paybacks are potentially vast. Travelodge, which rolled out its system in just six weeks, saves 80% of its call costs for routine hotel bookings. Meanwhile, EDF Energy, which uses the technology for routing and handling bill payments, has cut the number of abandoned calls by 50%.

To find out more about how we could transform your customer service activities, get in touch today.