Automated Inbound Self-Service

Potential to ncrease your customer self-service rates by leveraging the newest IVR technologies against your business function needs with Automated Inbound Self-Service Solutions from First Data.

First Data designs intuitive, user-friendly Automated Inbound Self-Service applications that your customers will appreciate. Our solutions offer:

Robust Features

• Open-standards architecture
• Highly skilled development and operational support teams
• Supports all traditional and emerging technologies (DTMF, Speech Recognition, VoIP, Voice Biometrics)
• CTI capabilities improve the routing of inbound calls
• Hosted model provides flexible deployment options with minimal up-front capital

Intelligent Call Handling

• Improves call routing by integrating data collected via the IVR right through to the back-end systems that drive CSR or contact flows
• Calls can be routed based on customer profile information and a variety of data points.

Improved Customer Interaction

• Able to automatically schedule outbound callbacks on inbound abandonment calls
• Can better prepare CSRs for customer calls with whispers or screen pops
• Drives the right calls to self-service applications faster

Improved Data Capture Efficiency

• Allows for the collection of name, address, email, phone or other data provided by your customers
• Data capture via speech-to-text transcription
• Automatically incorporates transcribed data into your customer profiles
• Saves CSR time while augmenting your database with critical customer information