Our services for telecommunications companies

Call Centers – the company's voice

Whether they are internal or external service centers, contact centers have one thing in common: they are the voice of the company and ideally also a profit center in which the maximum possible successful customer contacts take place. Increasingly complex services are handled in contact centers.

The range of services has long extended beyond simply accepting customer calls and providing customer hotlines:
fulfillment is the keyword here – and by taking on all the tasks that arise after the actual customer contact, the value chain is extended.

Highly specialist information and helpdesks for the customer contact

The agents' work can be broken down into outbound, i.e. active telephone contact, and inbound, accepting customer calls. It includes marketing, collecting statistical data or sales and customer service. Other tasks arise from internal and logistical processes.

CreaLog solutions for efficient contact and service centers

CreaLog's Next Generation Contact Center solutions support call centers' day-to-day work for example by distributing incoming customer contacts across all means of communication (such as phone, e-mail, fax, letter and social media) and real-time statistics.

CreaLog solutions are successfully used in customer satisfaction surveys for quality assurance of the customer contacts in call centers and helpdesks. CreaLog's comprehensive competence in voice recognition in over 40 languages can be seen in call recording and subsequent analysis using Speech Analytics.

Conferencing and unified messaging solutions supplement the call center infrastructure with unified communications solutions from a single source.

Voice self-services simply means customer self-service over the telephone.

Voice self-services can be useful whenever the queuing time threatens to become too long for the caller or outside the contact center or help desk's opening hours.

The caller finds what he is looking for quickly, simply and voice controlled, at any time of day or night.

The company increases customer satisfaction since the caller is not sitting "endlessly" in the queue or running up against "Sorry just closed!".

Voice self-services are also a proven tool for "low-value" services. The low costs of voice self-services means it is possible to offer many services that simply would not be viable if supported by an employee.

Customer care organizations now rely more and more on virtual contact centers in multiple locations with distributed agent workstations. The CreaLog Contact Center Suite enables you as a network operator to use internal and external call center resources at distributed sites and to operate the solution over your own network.

Better customer dialogs with CreaVoice speech recognition

Telecommunications companies must focus on responding to their customers in order not to lose them. The telephone service is the primary point of contact, which the customer accepts more and more, the faster he is connected with the person he wants to talk to. In addition to this aspect, the "agent" cost factor also plays an important part. Speech recognition can create a win-win situation with speed and cost savings if used in pre-qualification and self-services.

Read out text and database content with CreaVoice Speech Synthesis

Provision of voice portals, reading out e-mails, web sites, news, traffic reports or other regularly updated information, implementing intelligent personal assistants, facilitating voice output of UMS (unified messaging) – all this is possible with speech synthesis.

Speech Synthesis, also called Text-to-Speech (TTS), is usually used where large volumes of information need to be read aloud or information is frequently updated. It can be used to convert any written text into speech.