Smart Pairs

Industry: Financial Services Region: Americas Technology: UC/Customer Care

Freeing up timeThis large financial services organization is renowned for its customer service, but Cisco recognized an easy way to improve it even more.Normally, when customers would call in to customer support for this company, they would have to wait a period of time before speaking with a representative, causing initial frustration. Wanting to reduce this problem, Cisco was brought in to brainstorm possible solutions. Cisco noticed that the call center employees spent the first few minutes of every phone call collecting customer information.Cisco recommended a solution that would help verify this information from the onset through an automated system, which would free up a representative’s time to handle more important aspects of a customer’s call, including troubleshooting or problem-solving.Unexpected benefits arriveTo help improve the situation, Cisco introduced our Smart Pairs service, which is a web-based solution that builds dynamic interactive voice response (IVR) flows by using key and value pairs. It allowed for:

Quick verification of the caller by checking the directory number and pairing it with the user’s information on file

Easy customization of the IVR flows, which helped save time and effort for both the company’s IT team and its customers

Flexibility of announcements, menu types, and more based on specific defined pairs

With the new automated system in place, the company saw huge improvements in customer satisfaction, average handling time, service levels, and employee productivity. Most noticeably, the employees’ level of engagement increased as they could bypass mundane tasks, such as collecting customer information, and get right to the heart of the issue.