ethosIQ™ offers speed to market with Interactive Voice Response (IVR) applications through leveraging a reduction of overall system development and costs. Our custom IVR Applications may be purchased and then “tweaked” to match your environment versus being developed from scratch, thus reducing long-term maintenance costs.
Benefit your enterprise by reducing cost and reducing time in development cycles.
Healthcare organizations consist of hospitals, clinics, nursing homes, and HMO’s. One of the largest concerns in this industry is freeing up care providers to provide adequate time to care for patients. This entails providing patients with access to selected information while protecting that patient’s confidentiality. Government regulations are prominent in this industry and require high levels of compliance to qualify for various Federal and state monies. This industry has been relatively slow to adopt new technologies aimed at information dissemination since this has been traditionally accomplished face to face with the care provider. But there are some areas that lend themselves to customer self-service as noted below.
ethosIQ™ applications provide efficient ways to manage and communicate information between retailers and customers.
The insurance industry is striving to provide information and service while containing costs to remain competitive. A variety of technological solutions have been used to accomplish this. The key is using an approach that will be utilized and valued by their customers, thus creating customer loyalty. And customers are constantly redefining what they need to remain loyal. Access to account/policy information, rates for specific needs, location of nearest agent, and ease of claims processing are but a few of the concerns. Finding the correct solutions mix will provide self-service for those customers who can benefit from it, while freeing up internal resources to enhance the revenue stream for the business.
This market segment consists of consumer and commercial banks, finance companies, credit unions, brokerage houses, and investment institutions. Information access and transaction processes have been the driving factors in supplying enhanced customer self-service opportunities. This market has been an early adopter of customer interaction technologies, recognizing the benefits to customers of real time self-management of financial accounts and portfolios. The brokerage segment was one of the first to realize the significant benefits of speech recognition for obtaining quotes and performing financial transactions over the telephone. The key was providing tools for customers that they were willing to use and that gave the caller options for conducting business. In addition, the investment return in terms of reduced transaction costs and customer loyalty was significant. The original applications were oriented toward a touchtone method of data entry, but in the past few years there has been a migration to oral interaction through the use of speech recognition technologies. In addition, voice authentication is being adopted to increase the security of access to sensitive account information and to provide an audit trail for transactions.
Say goodbye to those long, tiresome registration lines. Colleges and Universities throughout the country are taking advantage of the numerous benefits that are gained through automated registration functions. Benefits include reducing time demands on both staff and students associated with face-to-face registration, implementing an automated Wait list function that simplifies administration processes and delivery, and a credit card tuition payment system that significantly increases revenues.
K-12 Education Solutions
Technology today helps schools not only increase parental participation, but increase the likelihood of voter-approved funding.
Through Interactive Voice Response (IVR), Web access and email distribution, a school district can quickly and effortlessly provide critical and timely information such as absentee or emergency notification, homework assignments, bond measure updates, meeting changes and other answers to commonly asked questions.
Government entities are constantly being asked to provide increasing services to a growing population in the midst of declining budgets. Many of the services provided by state and local government agencies involve information dissemination, which can be automated so that callers are not limited by hours of operation or availability of agency personnel. Taxpayers want high-quality service for the dollars they are investing in their governments. Providing self-service options can greatly enhance the taxpayer experience with their government agencies.
The technology industry faces a variety of challenges in providing proactive customer service. Many of the products sold in this market space are technically complex and are not well suited to automated support processes without an extensive, “smart” database. On the other hand, there are other general customer service issues that are suited for automation. The key is identifying those areas that lend themselves to customer self-service and focusing on solutions for them.
The utility industries consist of gas, power, and water companies. During a time of heightened competition due to deregulation in these industries, customer service has become a key differentiator for competitive advantage. Additional service offerings and enhanced customer interactions are key activities to gain this advantage.