Voice

Don't leave customers hanging when they call your company for help. Connect them to the automated solution or agent support they need with CSG's voice solutions.

Answer the Call

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 callsand not enough agents to manage them at scaleyou 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.


Communication at Scale

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.

Voice for Customer Care

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.

Voice for Commerce

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 betterthey can speak normally without navigating a menu, since our solution uses Natural Language Processing (NLP) to understand their intent.

Voice at Scale

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.


Capabilities

Interactive Voice Response

Put the voice of the customer back into Interactive Voice Response. Connect customers with the resolution they want by letting them say what they wantand do it all with CSG.

Virtual Assistant

When consumers want to order something or have a product question, they can go online or go to a store. Or, they can just say what they want. Let customers use their voice for support, sales and more with CSG’s virtual assistant solutions.


Portfolio

Interactive Messaging

What defines good customer experience changes as frequently as the communication channels customers use. CSG can help you balance the demands of different customers in a way that’s scalable, affordable and effective.


Resources

Explore

  • By Type

Transforming Your IVR from Frustrating to Phenomenal

White Paper | 8.1 MB

A good IVR experience should be quick, intuitive and seamless. Customers dial in, provide context for their call to achieve resolution, whether it ...

CCW Market Study: The Future of the Contact Center in 2019

Industry Report | 1.6 MB

“CCW Market Study: The Future of the Contact Center in 2019” dives deeply into a variety of technologies, best practices and case studies that ...

Engaging Customer Experiences: The critical first 90 days and beyond

Video

Digital disrupters have reset the bar and fundamentally changed how companies engage their customers. Earning and keeping customer loyalty is a gro ...

Four Keys to Modernize Your IVR

eBook | 9.8 MB

Siri, Alexa, and Hey Google have refreshed consumers’ perception of voice. While they may not be keen to talk to a repr ...

The Journey of Strategic Business Communications

White Paper | 1.8 MB

Making communications seamless depends on bringing together technology, data, and process optimization. At CSG, we’ve revolutionized the traditio ...

CSG Omnichannel Messaging

Data Sheet | 1.4 MB

Customer communication has evolved rapidly as people have become more mobile and use more devices. Omni‐channel has become the new norm, and cust ...