Call automation &
Speech technology

Call automation &
Speech technology

The future of customer contact

At Telecats, we deliver innovative customer contact solutions with speech technology and artificial intelligence. We facilitate the contact centre by identifying the customer and classifying the customer intent. We assist the customer by routing calls to the most suitable contact centre agent or self service solution. We support the agents by providing all relevant information at the start of the conversation and by showing response suggestions during the call based on language and speech technology. We identify problems based on conversation characteristics and choice of words. In short, Telecats brings optimisation and insight into your customer contact.

The natural way of routing Speech routing

Speech routing gives customers the opportunity to state questions in their own words. 90% of all questions can be classified using speech recognition, which means a boost of self-care with 15% and redirected calls are recuded by up to 20%. AHT is reduced by up to 45 seconds per call as a result of routing with voice recognition and CTI. This has a positive effect on customer and employee satisfaction.

Recording & transcription Speech analytics

In addition to the standard reports, speech recognition provides insight into the handling of customer contact per topic. By combining and analysing the NPS score, the CDR data such as date, time, waiting time, talk time and the intent of a conversation, call and process optimization is within reach. Is it a repeat caller? Is the call routing correct? Is there a lot of call forwarding? Which topics have a high AHT and low NPS? In just a few clicks you’ll know.

Chatbot usable by phone Conversational service

As speech recognition improves, the demand for fully spoken chatbots increases. The conversational Speech API can be used to conduct a voice-controlled conversation over the phone with a chatbot. The text input is replaced by the results of the speech recognition. The answer is then given using Text-to-Speech.

What can speech technology do for your customers?

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Latest news

Case

KPN speech routing award winning case

KPN and Telecats win CustomerFirst Partnership Award For over 10 years KPN and Telecats have been working together to continuously innovate and improve customer service for joint customers and KPN Customer Service itself. Since last

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News

AI in customer contact

Will smart systems with Artificial Intelligence make the difference in customer contact over the next 5 years? Since 2016, AI has been a buzz-word that goes around in “our” world. We have Artificial Intelligence (AI),

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Our customers

The right tools Contact centre solutions

The Telios Contact Center Solution (Telios CCO) has extensive possibilities for reporting opening hours, calamities, caller identification, IVR menus and offers ACD functionality with skill-based routing and priority. Telios CCO makes it possible to assign multiple skills with adjustable priority to each employee in the contact center. When routing incoming calls, a free employee is searched on the basis of the required skills.

Bezoekadres

Colosseum 42 - 7521 PT Enschede

Postadres

Postbus 92 - 7500 AB Enschede

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053 - 488 99 00

Support

053 - 488 99 20

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Colosseum 42 - 7521 PT Enschede

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Postbus 92 - 7500 AB Enschede

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+31 (0) 53 - 488 99 00

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+31 (0) 53 - 488 99 20

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