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Optimize your
voice channel

Get voice and digital working in harmony
with our voice channel assessment.


Voice is still king

Even with the emergence of digital customer service and sales channels, voice will never go away. Instead, it is evolving to meet the changing needs of customers by playing to its advantages – enabling empathetic, authentic connection between real people to resolve complex or unique issues. Multiple surveys put voice preference over 50% and as high as 76%, even among younger consumers. Rather than ignoring your voice channel, embrace and evolve it. We'll show you how.


Is your voice channel helping or
hindering the customer experience?

Through our platform/technology-agnostic approach, the TTEC Experience
Strategy team will help you assess the current-state of your contact center’s voice
channel and provide operational and experience optimization recommendations.


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Current-state observations
including call routing
and IVR analysis

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Future-state recommendations
and now, next, later
investment roadmap

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Automation readiness
assessment for bots and
asynchronous messaging


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Investment estimates
and simple ROI


The DNA of voice channel excellence

A great voice interaction is comprised of many connecting parts, each of which
can be optimized for efficiency and customer satisfaction improvements.



We are operational and transformation experts

Our consultants come from deep contact center operations backgrounds. We will help shape and define the customer experience strategy, and understand how to work with your operations leaders to prepare for and execute operational and experiential change.


Benefits of an improved voice channel:


Decreased handle time

as a result of pre-agent authentication


Reduced cost to serve

as a result of call containment and deflection to lower cost-to-serve channels


Accelerated customer adoption

of self-service channels


Optimized staffing levels

through workgroup restructuring


Improved agent productivity

through contact handling complexity reduction


Increased agent satisfaction

as a result of agent desktop redesign efforts


Expanded reporting capabilities

based on KPI establishment and management through insights

Ready to get voice and digital channels working in harmony? We'll show you how.