Today, the most crucial competitor advantage that a company can have is the ability to deliver a superior and personalised Customer Experience. Through Voice, transform and upgrade your offering by optimising each engagement and voice interaction with your customer by focusing on their unique set of requirements.
Clunky, dated features such as pre-recorded, impersonal, static messages and menu options leave IVRs cumbersome and unpleasant to use. It’s almost as if companies wish to dissuade their customers from interacting with them. Indeed, the experience gap between frustrating IVR and real-time, personalised interaction across digital channels is truly staggering. Yet, somehow, Voice has never ceased to be users’ preferred, go-to channel of communication.
Good news. At this stage in the Digital Transformation, Voice interaction is making a strong comeback with the emergence of conversational agents, assistants and voicebots. Taking advantage of the recent technological leaps of AI and Natural Language Processing, Voice has found its rightful place as the new User Interface.
While serving the same purpose, IVRs and digital channels exist in two different worlds separated by a frustrating gap. Whereas digital channels are already embracing high-quality voice synthesis for personalised and dynamic content, IVRs still rely on pre-recorded, static messages. To achieve a consistently high calibre of user experience across all channels, homogeneity of Voice is essential. IVRs must make use of the common resources and methodology and let these two worlds converge. Expressive Voice Synthesis is your key to bridge the gap and cultivate deeper value.
The introduction of high-quality voice synthesis completely removes the time and cost associated with ongoing human recordings – each time new voice material is required, it is simply generated by software. Transitioning from old (static voice recordings) to new (on-demand, dynamic voice synthesis) is a smooth and simple process designed to maintain and further personalise high-quality customer interactions.
But it’s not just about contact centre and IVR. Voice technologies create a massive opportunity to reinvent customer experience and invent entirely new services. Indeed, by creating your own exclusive voice synthesis, you can differentiate your services and stand out from your competitors with your very own digital Brand Voice. Your unique digital spokesperson is there whenever your customer needs them and across all platforms.
User Experience is everything. Experience defines how your customers perceive you, your products, your services. Hence, your customer interactions are clearly critical, whether these take place in the physical world (contact centres, paper, ads) or digital world (web, app, devices, voicebots). But it is crucial to understand that these two worlds are merging. Today, the customer already expects the same level of quality, personalisation and real-time access to information whether at work, in store, at home, during a call, in an app or through a digital assistant.
