Customers call their family. They call their friends. But most importantly for you, they call your business when they have a problem or purchase they need help with. When you’ve got a lot of incoming/outgoing calls—and not enough agents to manage them at scale—you need a solution that can handle the complexity.
We’ve built our inbound and outbound enterprise-grade voice communication networks to support service and sales use cases, at scale. Our speech-enabled voice solutions allow customers to quickly navigate menus, confirm customer identity, ask about order status, and more. And we use the latest technologies and capabilities (Natural Language Processing, voice biometrics, and Amazon Alexa skills) so you can deliver the most secure, seamless experiences that keep customers talking.
CSG’s voice solutions are available as simple inbound applications for cost-effective self-service, or as more comprehensive interactive voice applications. Customize applications with integrated text-to-speech and speech recognition capabilities. Build your own applications with our platform-as-a-service, or let our experienced team build it for you. We integrate with the channels you and your customers use every day (SMS, email, chat, etc.), making silos a thing of the past. Plus, we offer data solutions to validate a number associated with an end user, so every call you make respects data privacy.
Use our inbound IVR solution to quickly resolve customer questions through self-service, or route them to the best agent. We also offer outbound voice notification solutions for order confirmation, CSAT surveys, disclosure messages, and more.
Let customers do business with you using just their voice. CSG’s virtual assistant solutions let customers use their voice to order products or check on order status. Even better—they can speak normally without navigating a menu, since our solution uses Natural Language Processing (NLP) to understand their intent.
Use our drag-and-drop interface to design inbound and outbound speech and touchtone applications, or let our team of experts build it for you. Repurpose frequently used call flow logic so you don’t have to start from scratch each time. We offer automated disclosure to make sure mandated content is delivered accurately 100 percent of the time.
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