Frontwave ™
Call centers nationwide are continually meeting the communications demands of consumers through the ease of use and flexibility provided with the implementation of DCC's Frontwave™ product suite. This powerful solution combines Interactive Voice Response (IVR), Computer Telephony Integration (CTI), Speech Recognition and Reciprix™ Messaging, enabling customer and field rep access to information any time, day or night.
Providing a unique, modular approach to call center automation, Frontwave™ offers a variety of inbound and outbound applications, allowing callers access to account-related information, 24/7 purchasing, etc. Moreover, it easily automates routine inquiries, dramatically reducing call volumes to customer service agents and offloading only those callers that actually do require personal assistance.
Frontwave's CTI Middleware allows consumer information to be automatically transferred directly to customer service workstations, significantly reducing the need for repeat questions of callers; while its optional Speech Recognition feature (enabled by ScanSoft®) allows individuals to simply speak their requests rather than interacting with the touch-tone phone pad.
Frontwave™ benefits include:
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Provides complete automation of routine inquiries |
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Serves as an intelligent "call router," quickly guiding callers to information |
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Delivers critical information to callers round-the-clock |
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Offers a dynamic, modular approach, allowing complete customization |
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Integrates easily into any call center environment |
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Offers established billing system APIs for home entertainment industry |
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Provides speech recognition for verbal interaction with IVR versus touch-tone entry |
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Provides comprehensive reporting |
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Automates outbound communications via phone and email |
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Offers innovative messaging and feedback tool for internal/external communications |
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