Typical Implementation

Scheduler can be used for a range of customer applications:

• Scheduler is often used by Retail companies when arranging a delivery date for goods that have been ordered previously.
• Scheduler will often be used in combination with the Fluency Order Status application, which will advise the caller of the expected delivery date of the product.
• The one hour time slots supported by Scheduler means the application is also used for certain types of appointment booking.

Key Features & Benefits

• Scheduler allows the caller to re-schedule an activity without speaking to a call center agent.
• The Fluency application will offer the “best fit” delivery date based on information provided by the caller.
• Caller satisfaction is improved as the caller is able to alter dates to fit their own schedule.
• The time taken to capture the change in date and time is reduced, typically by 40 to 80%.
• Agent time is freed up to work on higher value activities.
• “Always On” availability allows callers to re—schedule activities 24 x 7.

Application Configuration

The following options can be configured in Scheduler via the VSA Management Console

• The customer has the option of offering a delivery time in one hour slots.
• Alternatively, the application can be configured to offer options broken down by morning, afternoon or evening
• The date of delivery can be specified by the day of the week, date of the month, or combination of the two.
• The customer can configure the range of dates that will be accepted by the application.
• Additional call flows can be set up in response to changing business requirements.

Deployment Options

Scheduler 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.