SpeechStorm Tool Tracks Customers through IVR

Belfast-based software developer SpeechStorm has upgraded its Fellini package to provide end-to-end customer journey tracking through IVR and self-service applications.

The firm says the software's Customer Journeys module will give clients insight into actual customer behaviour and allow them to modify the IVR to improve customer experience and automate more.

Customer Journeys automatically tracks the path taken by each customer using an IVR (interactive voice response) system and summarizes them for a selected period of days, weeks or months. Producing 'journey maps' with the most popular routes and their outcomes.

CEO and co-founder Oliver Lennon says customers have been 'crying out for' a tool to help design effective callflows, previously 'a bit of a black art', and adds: 'we're really excited to see how they adapt their IVRs based on a real understanding of end-to-end customer behaviour.'

Web site: www.speechstorm.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.