Help me understand

How can I reduce calls that come from my website?

The answer lies in "smarter web containment™". How is this different? Web containment™ through web based self - service has been around for many years with the intention of providing answers to visitors on the website, thereby avoiding potential calls. But despite investment in many self - service and knowledge management tools companies are struggling to resolve problems when a visitor/ is online. Consequently, contact volumes have not gone up as anticipated for companies around the world. The reason behind this limited success is that web containment™ strategies are generic, knowledge based and not personalised.

If you do not want your web visitors to call when they are on the website, the solution is to provide personalised web based service options that address the specific problem that a visitor has. That is exactly what ServiceNext™ does. ServiceNext™ is our cloud based SaaS that predicts and prevents calls emanating from your website. ServiceNext™ predicts and identifies what your web visitor wants, personalises the resolution through the "Problem Predictor" and also offers predictive "ServiceNext-Chat" if the problem is not resolved in self - service. ServiceNext™ learns constantly from the web behaviour of visitors, making it an intelligent self - service and chat solution. In addition to this, ServiceNext™ combines our agent operations to ensure that the deflection to chat is handled well. All this helps reduce potential calls and emails from your website.

Consider this: A leading wireless service provider was able to completely eliminate its email service using ServiceNext™- "ServiceNext-Chat" and save nearly $3.6 M annually. The result- smarter customer experience, lower costs