Typical Implementation

Direct Debit can be used for a range of customer applications:

• For any organization offering payment via Direct Debit, the Fluency application provides an alternative, automated means of capturing additional Direct Debit mandates.
• Direct Debit can be offered as an option for callers who have already made a payment via the Fluency Payment Capture application.
• Direct Debit is ideal for customers in sectors such as Utilities and Telecoms where payments have to be collected regularly.

Key Features & Benefits

• Direct Debit provides a more reliable means of capturing regular payments from customers.
• Once a Direct Debit is in place, customers are more likely to remain loyal to their existing supplier.
• Fluency’s Direct Debit application automates the collection of Direct Debit details, freeing up agent time to work on higher value activities.
• The time taken to capture the required information is reduced, typically by 40% to 80%.
• Direct Debit is fully configurable via the Fluency Management Console.
• “Always On” availability allowing callers to register their details 24 x 7.

Application Configuration

The following options can be configured in Direct Debit via the VSA Management Console.

• Direct Debit can be configured to tell callers how much they need to pay, or to ask them to suggest an amount.
• Customers can configure the minimum and maximum amounts that can be accepted for Direct Debit payments.
• Payment Amount can be any figure between zero and £10,000.
• Payment Frequency can be configured to be Weekly, Monthly, Quarterly, Half-Yearly or Yearly.
• The preferred payment date can be set as any day of the month.
• Additional Call Flows can be set up in response to changing business requirements.

Deployment Options

Direct Debit is a key application within the VSA suite. Fluency’s packaged speech recognition solutions are available On-Premise and Hosted, and have been successfully deployed for a range of customers across the US and UK.

Implementation & Support

Fluency provides a dedicated account team with overall responsibility for project implementation and ongoing support. An Account Manager, supported by a Technical Account Manager, provides the primary commercial point of contact. The Fluency Project Management Team guides the implementation through Project Initiation, Requirements Capture, Analysis and Design, Integration and Testing, and Implementation. Full training is provided covering Speech Recognition, Voice User Interface design, and Application Configuration. Post implementation, the Fluency Customer Response Center provides timely and dependable resolution of technical incidents. Fluency offers both “Business Day” and full 24 x 7 support.