Offer customers and partners top-class service – even before you speak to them in person

Customers judge the service quality of your company on the experiences they have had during their entire business relationship with you. An important role is played by the quality of telephone contact. Innovative voice applications lay the foundations. With IVR (Interactive Voice Response) and the Caller Guide – a voice-supported telephone routing system with integrated “Find-me-Follow-me” function – cycos mrs offers two voice applications that optimize customer service by phone in any company.

IVR (Interactive Voice Response) enables callers to make entries either via the keypad (DTMF) or directly by voice (voice-driven IVR) after being voice-prompted by the system. The terms to be used for the voice control can be freely configured. Order status queries or similar standard statements can be fully automated.

The Caller Guide is a voice-supported telephone routing system which routes callers fully automatically to the person they require via voice control. Waiting times, busy signals and long routing paths are things of the past. The Caller Guide’s “Find-me-Follow-me” function further improves reachability. Every employee configures their own list of phone numbers, e.g. that of a stand-in, their cellphone or their voice mailbox, which are then called in succession if he or she cannot be reached – without the caller noticing.

Integrated fallback solutions ensure that customers are always served within a reasonable time.