Genesys SME
Apply NowCompany: Futran Tech Solutions Pvt. Ltd.
Location: Boston, MA 02115
Description:
IVR SME
Louisville KY nearby midwest areas commutable ready to travel 80 Boston NYC Rest of US ready for 80 travel
We want to put a heavy focus on optimizing our IVR There are multiple areas here that we want to try and tackle
o Authentication Rates Drive up the authentication rate within the IVR so that it reduces the need for Agents to have to authenticate the user after they reach an agent
o s Optimization Create enhanced functionality to provide messaging and actions to callers so they dont have to speak to an agent For example if a caller has submitted a Transfer package to us create the ability to identify that the caller has submitted the transfer package and provide an update on it through the IVR or link them to a digital solution to find the status
o Drive up intent capture so we can route callers to appropriate IVR enabled selfservice functions
o In addition we need to develop a longer term roadmap for our IVR as we are currently primarily on a technology that is end of life in 2 years and how can we leverage either Genesys IVR or Voicebots
IVR SME
We want to put a heavy focus on optimizing our IVR There are multiple areas here that we want to try and tackle
o Authentication Rates Drive up the authentication rate within the IVR so that it reduces the need for Agents to have to authenticate the user after they reach an agent
o s Optimization Create enhanced functionality to provide messaging and actions to callers so they dont have to speak to an agent For example if a caller has submitted a Transfer package to us create the ability to identify that the caller has submitted the transfer package and provide an update on it through the IVR or link them to a digital solution to find the status
o Drive up intent capture so we can route callers to appropriate IVR enabled selfservice functions
o In addition we need to develop a longer term roadmap for our IVR as we are currently primarily on a technology that is end of life in 2 years and how can we leverage either Genesys IVR or Voicebots
Louisville KY nearby midwest areas commutable ready to travel 80 Boston NYC Rest of US ready for 80 travel
We want to put a heavy focus on optimizing our IVR There are multiple areas here that we want to try and tackle
o Authentication Rates Drive up the authentication rate within the IVR so that it reduces the need for Agents to have to authenticate the user after they reach an agent
o s Optimization Create enhanced functionality to provide messaging and actions to callers so they dont have to speak to an agent For example if a caller has submitted a Transfer package to us create the ability to identify that the caller has submitted the transfer package and provide an update on it through the IVR or link them to a digital solution to find the status
o Drive up intent capture so we can route callers to appropriate IVR enabled selfservice functions
o In addition we need to develop a longer term roadmap for our IVR as we are currently primarily on a technology that is end of life in 2 years and how can we leverage either Genesys IVR or Voicebots
IVR SME
We want to put a heavy focus on optimizing our IVR There are multiple areas here that we want to try and tackle
o Authentication Rates Drive up the authentication rate within the IVR so that it reduces the need for Agents to have to authenticate the user after they reach an agent
o s Optimization Create enhanced functionality to provide messaging and actions to callers so they dont have to speak to an agent For example if a caller has submitted a Transfer package to us create the ability to identify that the caller has submitted the transfer package and provide an update on it through the IVR or link them to a digital solution to find the status
o Drive up intent capture so we can route callers to appropriate IVR enabled selfservice functions
o In addition we need to develop a longer term roadmap for our IVR as we are currently primarily on a technology that is end of life in 2 years and how can we leverage either Genesys IVR or Voicebots