Case Study

How did a customer reduce costs by 76% per call?

This national medical diagnostics company was utilizing a premise-based IVR system to answer patient lab results calls from physician offices. Their existing system was in bad shape and ineffective. It had not been updated in 10 years, was no longer being supported by the vendor, and required a complete and expensive overhaul. How did they turn this dismal situation into significant cost savings? Find out by downloading this case study.

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How it Works

Your system. Our heavy lifting.

Verascape’s intelligent virtual agents rapidly derive customer intent through the power of machine learning and advanced AI analytics. Since Verascape integrates with every IVR, contact center platform, and data repository, our cloud-based Self-Service as a Service solutions seamlessly integrate with your existing technical environment.

Route with context.

Verascape uses Computer Telephony Integration (CTI) to enable companies to provide their contact center agents with valuable knowledge about a customer through intelligent screen pops — allowing the agent to continue the interaction seamlessly.

Resolve with confidence.

Many issues can be resolved without ever having to be passed on to a live agent — reducing agent volume as well as costs. We continuously analyze and optimize every aspect of an application to ensure the best customer journey and highest success rates.

Omni-channel coverage.

Whether they are calling, texting, or chatting, Verascape has all of your communications channels covered. And if your customers have a specific request that requires a live agent, they are able to bypass the custom agent queue as needed.