Directory Assistance
The service for directory assistance can be more than a mere obligation; it can become a new source of revenue and a way to differentiate your business in the market. New technologies are available for this, adding new facilities and services to basic attendance, offering much more to users. The Teclan Directory Assistance presents the concept of EDA - Enhanced Directory Assistance. This technology can do much more for your contact center.
The Teclan Directory Assistance is a complete solution for the automation of services for directory assistance and also for the provision of special services. Through the solution, the contact center can provide not only a traditional telephone, address, etc. information, but also information such as routes, hours of operation and characteristics of establishments, event scheduling, missed call, call completion and much more. In addition, our platform supports voice technologies and mobile telephony applications.
The solution provides a comprehensive billing structure, with flexibility for the adoption of business rules that meet your needs and specifications of the regulatory agency. The billing service for directory assistance can be parameterized considering the type of query and profile of the calling number. It also offers the function of completing the call to the number consulted; one more service for the loyalty of your customers.
The Teclan Directory Assistance Platform can operate in manual mode or automatic mode, integrating speech technologies that can further optimize the service, such as:
• Speech Recognition (ASR):
Using Speech Recognition promotes a new form of user interaction with the Directory Assistance service, through which the service is automated and the interaction is done through speech. The technology allows most of the calls to be answered only by the IVR unit without the need for user interaction with the attendants. Thus, it provides the potential for productivity gains, uniformity of procedures and reducing costs. Although little known in Brazil, this practice is already widely used in various countries.
• Text to Speech (TTS):
The integration of the Text to the Teclan Directory Assistance Speech solution allows that textual information such as name, address, etc., are provided in an automated way to users of the service. The technology "reads" the data base and "speaks" to the User, promoting productivity gains for the contact center. Integration with the TTS technology is especially suited for cases of missed calls, where the gains are even more significant.
• Voice Storage and Forward (VSF).
The integration of technology Voice Storage and Forward (VSF) to the Teclan Directory Assistance solution promotes productivity gains for the contact center by automating the customer contact. The phone interview is conducted by an IVR that records the responses of the User and passes them to an available agent. This agent, then, saves time without the need to make the collection of information, just listens to the client request, performs the query and triggers the vocalization of the desired information.
Additional facilities are available for mobile telephony, adding value to the business such as:
• Mobile Search:
It is the use of the Directory Assistance service directly from the cellular telephone by voice recognition, following the hands-free concept. The mobile search is triggered by the application installed on the device and offers a wide range of information to users besides being an advertising option for subscribers.
• Information on the number referred by SMS:
Users who trigger the Directory Assistance Service by cell phone can receive the requested information directly onto the phone, by SMS. Data such as phone and address to the subscriber's logo and insertion of advertisement message can be supplied. In addition, the technology allows the immediate generation of the call or even the possibility of storage in the cell’s phonebook, generating customer convenience. There are also benefits for operators, such as the increase in call traffic, and customer loyalty with the carrier code for long distance calls, since this is automatically inserted before the telephone number informed by SMS. Another advantage is that the operation is transparent to the agents, not generating any change in the attendance procedure of switch 102.
• Missed Call:
The Directory Assistance platform for the mobile telephony of Teclan has the ability to query the unidentified number of connections to cell phone (missed call). Thus, users can trigger the Directory Assistance service to identify the name of the caller on missed calls. To do this, simply enter the number you want to consult to the IVR (Interactive Voice Response) of the Directory Assistance service. After entering the number, the User receives an audio, the subscriber's name and other data that are available for this type of query. This occurs through the use of Text to Speech technology, which "reads" the data base for the service’s user. The Teclan Directory Assistance technology was awarded in 2008, with the "Award of DIS Excellence 2008" in the category "Excellence in Text Based DIS" for its Missed Call function. The prize, awarded by the Pelorus Group, an important leading research and consulting firm in the telecommunications segment in the U.S.A., is delivered to the companies that are leaders in the information services industry throughout the world for their innovation and contribution to the sector.
The Teclan Directory Assistance uses phonetic approximation resources for the optimization of queries that can be performed by any available information on the register. It offers high speed response and ease of use for agents and supervisors. Moreover, it also supports multi-site environments, and inclusively attending international operations.
The agents rely on visual indicators that inform the queue size, the customer’s waiting time before receiving service, etc., facilitating the achievement of goals and standards of the service established. Supervisors have available tools for managing the service by viewing the indicators of service, monitoring the achievement of productivity goals, among other information.
• Textual search based on phonetic technology;
• Comprehensive management information and statistics;
• Emphasis on quality and productivity;
• Compliance with the sector’s regulation;
• White Pages and Yellow Pages consultations;
• Alignment with the concept of EDA (Enhanced Directory Assistance);
• Robust, scalable and flexible platform;
• Support to queries from the web;
• Support to mobile telephony
• Service quality management: control of callbacks, call log history, records of occurrences, among others.