Every year, Teleservices is moving forward. Technology firms and contact centers are coming up with new products and processes to make life easier for the customer and their employees
Carmel, IN (Vocus) October 31, 2007
Interactions Corporation, the company that is revolutionizing the effectiveness and experience of automated customer service calls, announced today that it has received the Technovation Award from the American Teleservices Association (ATA) for its innovative technology-driven service, The Service Factory(SM).
"Every year, Teleservices is moving forward. Technology firms and contact centers are coming up with new products and processes to make life easier for the customer and their employees," said Tim Searcy, chief executive officer of the American Teleservices Association (ATA). "The ATA Technovation Award recognizes Interactions' innovation and focus on delivering a service that elevates the way customers and companies perceive the automated call experience while at the same time still focusing on the corporate need for overall cost reduction."
Interactions transforms the experience, accuracy and cost of servicing customer calls. The Service Factory seamlessly weaves technology's ability to be consistent and deliver cost savings with the human ability to understand and make customers happy. In the way the moving assembly line revolutionized manufacturing, The Service Factory assembles a call by appropriately applying different resources, both system and human, to dynamically service the customer.
"There is a tremendous amount of frustration in the marketplace with IVRs. Until now, companies have had to make a tough choice between customer experience and cost savings." said Michael Cloran, founder and chief executive officer of Interactions. "With Interactions' unique approach to automating tasks that have challenged speech recognition for years, we are able to permanently reduce call handling costs and simultaneously improve customer satisfaction. It is an experience that must be heard to be believed. We are excited to have our service recognized by the ATA, the leading organization supporting the Teleservices Industry."
The American Teleservices Association (ATA) is the only non-profit trade organization dedicated exclusively to the advancement of companies that utilize contact centers as an integral channel of operations. ATA members include companies with inbound or outbound contact centers, users of Teleservices, trainers, consultants, and equipment suppliers who initiate, facilitate, and generate telephone, Internet, and e-mail sales, service, and support. Founded in 1983, ATA represents more than 4,000 contact centers that account for over 1.8 million professionals worldwide. http://www.ataconnect.org.
Interactions Corporation is an innovative leader in automated customer contact services. Delivering fully hosted and on-premise hosted solutions to companies with significant call volumes, Interactions enables callers to truly speak as they would to a human agent, but in an automated call. The result as compared to speech recognition IVRs is higher automation rates, a far better customer experience and fewer calls being transferred to live agents. As compared to live agents, The Service Factory(SM) delivers substantial cost reduction (dimes per call instead of dollars) and absolutely consistent process adherence. Interactions currently services clients in the telecom, financial services, insurance, healthcare and utility industries. For more information, visit Interactions website at http://www.interactions.net to hear an in-depth demonstration and explanation of the Interactions service.