Pay-per-Use is a new and convenient paradigm for handling Contact Management Systems. We decided to offer this to our customers as a win-win solution, confident that their gain is also ours.
It is especially with #Phones, the cutting-edge system developed by IFM Infomaster, that pay-per-use offers an added value to the company's need to contain the costs of its Contact Centre without having to give up maximum performance
Pay-per-use means IFM Infomaster technology can be utilised free of charge, especially in the Cloud, yet the possibility of installing it locally (on-premises) is still an option. The company only pays for the actual telephone traffic generated in relation to its direct customers or - in the case of outsourcers - with third party customers. By connecting to the ifmcommunications.it website, it is possible to consult both the traffic and costs charged in real time, so as to constantly and transparently be aware of profit margins.
Zero investments in technological infrastructure
Overall savings on Contact Centre fees
No periodic management and maintenance dues
Transparency on costs based on actual usage
Due to its extreme adaptability, Pay-per-Use can be profitably adopted by companies of any size and in any sector. In particular:
Auto Verbal Order (AVO) offers automatic management of all components of the so-called "Verbal Order".
As part of teleselling activities, outbound Contact Centres provide for the registration of telephone dialogue, during which the economic transaction takes place, so as to guarantee the validity of the contract between the parties. During the Verbal Order, consent is obtained and the purchaser agrees to the contractual conditions. It is usually a human operator who handles this, which involves a subsequent phase in which the validity of the previous transaction is analysed. With AVO, none of this necessary.
AVO automates the voice order acquisition process and does not require the subsequent validation phase. In this way, the operator no longer has to deal with reciting the terms and acquiring consent, as it is the system itself that operates in text-to-speech mode, including all the variables (yes, no, I approve, I consent, etc.) given that it is capable of identifying and processing the human voice through Automatic Speech Recognition (ASR).
Greater quality in reading the script, not being subject to the ability of the individual reader to render it more or less comprehensible
Simplicity of use for the operator, who can activate it at any time whilst concentrating on added-value activities for the Contact Centre
for the operator during the consent acquisition phase
Time savings for the subsequent validation of the Verbal Order
Improved transparency in the transaction, being less susceptible to disputes down the road
Perfect integration with #Phones and its Pay-per-Use method
The option to integrate with any Contact Centre system utilised by the company
AVO can save significant amounts in operator costs. It is especially outsourcers who can reap the benefits of adopting it. In any case, all companies that offer products or services sold via telephone can find a powerful tool in AVO, able to render the order acquisition procedure more efficient.
Mobile Voicemail Detection (MVD) is the technology entirely developed by IFM Infomaster able to decrypt - in less than 2 seconds - whether the call to a mobile number is going to be transferred to an answering machine. The algorithm behind MDV adopts a signal prophecy system that interrupts the call very quickly, prior to being taken to the answering service.
A third of the calls made by the Contact Centres to mobile telephones and smartphones are diverted to answering services. This causes a great loss of time for operators, being forced to spend a few precious seconds during this recognition phase. MVD, connected to #Phones, stops the call in an instant, before being sent to the preset answering service of the various operators.
Furthermore, since it permits a significant amount of data to be gathered in a precise manner, not being subject to the discretion of the human employee, it makes such information available in view of predictive dialling, so as to maximise the probability of calls being answered.
Time savings for the operator
per spoken minute
Increased efficiency and effectiveness
Increased answered telephone traffic
Creation of "clean" lists, without any numbers that are non-existent or which contain errors
Perfection of predictive dialling algorithms on a certain statistical basis
Continuous improvement on the basis of the machine learning systems applied
Anyone who carries out telemarketing activities can benefit from MDV. Not only the large-scale outsourcers, but also those providing even just a single service, specifically because no investments are required. In fact, MDV is a function foreseen for #Phones and is used in Pay-per-Use mode.