STEER™ – drive down costs and improve the customer experience with intelligent skills based routing and speech recognition
STEER is one of the most advanced and versatile IVR, call routing and automated speech recognition (ASR) systems in the world. It offers enormous flexibility in the configuration of call flows and routing schedules, as well as refined sensitivity to patterns of speech.
The intelligence built in to STEER allows refined configuration of call routing plans, using a variety of rules-based options. These may include percentage routing, to accommodate fluctuations in capacity, time-of-day routing and other parameters that allow you to match your available resources to the current demand.
- Caller frustration and irritation are reduced
- Sophisticated ASR improves the customer experience, giving a competitive advantage over organisations with less evolved systems
- Call routing errors can be reduced, saving time and cost
- All the essential information can be gathered once and for all at the outset, with no need for repetition
- Churn is reduced and brand values are protected and enhanced by a satisfactory customer experience