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In the Hospitality industry over 77% of inbound calls are for simple requests and account information. In an industry where personal service is expected, the customer experience can make or break your business. Callers should be routed to informed agents on the first attempt and providers should be able to measure call center efficiency while enabling callers to access information quickly and efficiently. Finding ways to leverage existing human resources, manage technologies and provide a first-rate customer experience are central to your business.
MicroAutomation solutions harness best-of-breed call center technologies that are integrated into existing infrastructures by our team of experts. Our solutions are based on your callers’ specific needs to help them obtain information quickly, yet allows them to contact agents when they have more complex needs. With this unique approach of understanding your callers’ needs while having the expertise to integrate technology options, our solutions offer a superior customer experience.
A MicroAutomation solution focuses on enhancing the caller experience by offering: 1) Self-Service options that use enabling technologies such as speech recognition, which are developed specifically from your callers' needs. 2) Improving live agent efficiency through the use of Call Control options, which reduce the need for callers to re-state information or for agents to re-route the caller. 3) We are also pioneering the use of Analytics and Reporting tools to assess, manage and refine the solution in real-time and historical views that improve the overall performance of your call center. All of these capabilities are integrated into your existing infrastructure by our award-winning professional services team and are easily configured or customized based on your specific business needs.
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