[24]7 Speech

Connected IVR Makes Phone Interactions Web-aware and Digital

[24]7 Speech is our cloud-based speech and multimodal self-service solution that reinvents IVR with the injection of new digital capabilities designed to empower customers to self-serve effectively through data-driven experiences, channel and device orchestration, and conversational technologies.

With these capabilities [24]7 Speech makes IVR relevant in today's digital world and increases self-service rates by 20% while increasing NPS by at least 10 points.

Provide Highly Personalized Experiences Shaped by Channel Presence and Web Journey Data

[24]7 Speech is web-aware, meaning it uses context from the customer's web journey and detects if the customer is on the website during a call. Together, these elements enable greater personalization for callers in real-time, as they traverse from the website to the phone or "dual channel" by using both the website and phone at the same time.

For example, when an airline customer escalates from the website to the phone before completing a reservation, [24]7 Speech uses relevant context from the customer's web journey to personalize the experience on the phone (e.g., origin, destination, date of travel, etc.), and can pass that context to an agent as needed.

Exploit Natural Language to the Fullest

Give customers a natural and more conversational experience throughout the entire journey, not just one-off open-ended menu prompts for call routing. [24]7's natural language technology is enhanced by advanced deep neural networks (DNN) that draw from over 10 billion utterances to make speech recognition more accurate.

[24]7's natural language spans both speech and text-based interactions to provide a single intelligence layer to derive meaning from what's been said or typed. The same natural language model can be applied across IVR, mobile apps, and virtual assistants to deliver a consistent experience for the customer and lower total cost of ownership (TCO) for companies.

Unify Experiences Across Channels and Devices

Break down channel walls and deliver unique experiences that bridge digital pathways to and from the IVR while keeping context throughout the journey.

For example, customers can move from "Web to IVR", combine voice with rich visual content on smart phones, be offered a call back, or even move from "IVR to chat" on smart devices and second screens. [24]7 can put together connected IVR solutions to deliver these unique experiences.

Visual IVR: [24]7's Vivid Speech, which is a module of [24]7 Speech, is a multimodal solution that enables speech, touch, and visual display in IVR interactions by combining voice with mobile web in a single differentiated experience that's digital. Learn More>>.

IVR to Chat: [24]7 Chat is natively integrated with [24]7 Speech providing the ability to morph phone calls into a mobile chat session for qualified callers or a web chat session on their PC, tablet or laptop —moving them from an analog to a digital experience. This also enables fully attributable one-to-one deflection of qualified IVR callers to chat. Learn More>>

Make Engagement Smarter with Data, Prediction, and Intent-driven Experiences

From enterprise systems of record, to journey data from activity on prior channels and devices, to customer preference and behavior data, [24]7 Speech ingests data from multiple sources via the [24]7 Customer Engagement Platform to accurately predict a caller's intent in real-time and take the right next action. This triangulation provides a comprehensive view of the customer and enables [24]7 Speech to track, adaptively learn, and tailor engagement to the needs of the individual customer.

Turn Up the Dial on Cost Savings and NPS

Unlike legacy IVRs, where performance improvements have been a game of inches, [24]7 Speech provides a new runway for companies to improve IVR performance significantly. Increase self-service rates by up to 20%, raise call completion up as high as 90% and reduce IVR call duration by up to 30%.