ServiceFirstTM

We leverage Interactive Voice Response (IVR), speech synthesis and Voice over Internet Protocol (VoIP) technology to deliver an engaged customer experience to your customers. Microlog’s ServiceFirst™ best supports your strategic end-to-end customer experience goals if the following parameters are important to you:

  • Self-Service and Automated Routing Capabilities: Choose between self-service voice and keypad input, in addition to agent call routing. Customized, call prioritization, wait time messages, call back and email responses are all imbedded features for an enhanced customer experience.

  • Special Access Features: Offer speech recognition capability and Telecommunications Device for the Deaf (TDD) for universal access to your services or community and compliance with the Rehabilitation Act, Section 508.

  • Web Interaction Capabilities: Enable your staff to interact with your customers via web chat, as another tool to enhance your customer’s experience.

  • Foreign Language Support: Make your enhanced customer experience accessible in foreign languages expanding access by targeted populations.

  • Advanced Technical Capabilities: Ensure your strategic communications goals are met using a strong technical infrastructure for your end-to-end customer experience. Microlog’s Interactive Voice Response (IVR) is configured for virtual channels, providing options for host interaction via TCP/IP, an ODBC connection, an emulator or a web server. An ODBC driver connection to a range of databases including Oracle, Sybase, Microsoft SQL Server and other ODBC compliant products offers external database connectivity. A strong technical infrastructure supports email, speaker verification, speech recognition, text-to-speech, and encryption.

  • Robust Reporting: Use powerful built-in or customized reports to manage your communication campaigns and track important factors to your organization, such as, agent productivity and performance; campaign response; call abandonment; contact outcome; and other parameters.

  • Dashboard Management: Manage your customer experience strategy using effective utilities. Update your communications campaigns real-time.