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Unlike other technologies, the iCFD helps companies create a welcoming "virtual front door" that not only greets the caller, but also gathers the caller's intentions, adds contextual information about the caller's profile and history, determines the most appropriate next step ― self- or assisted-service ― and then routes them to the most suitable resource to effectively resolve the interaction.
The intelligent Customer Front Door™ (iCFD) solution combines customer data, offer management, and business rules to handle interactions in extremely sophisticated and unprecedented ways. This allows contact centers to implement well-designed touch tone or speech applications that can offer significant operational efficiency and revenue opportunities, while delivering excellent customer experiences. These broad-ranging benefits are applicable across every industry — companies in sectors such as financial services, utilities, telecommunications, government, and others are implementing iCFD solutions to differentiate their organization for a competitive advantage. |