AI-BASED CALLBACK SOFTWARE
100% handled calls for inbound call centers
Behavioral science and data analytics prevent abandonment through optimized IVR scripts and capacity-based scheduled callbacks
ALTERNATIVES TO CALL ABANDONMENT
AI-based Callback Software
After the ideal hold time, the callback software with enhanced IVR script gives callers options to avoid abandonment or redialing, and uses behavioral science and data analytics to help callers choose the best option.
“During the pilot phase, we were already able to increase handled calls by more than a third.”
Martin Siessegger
Stadtsparkasse Düsseldorf
ServiceOcean provides you with an optimized IVR script. Through A/B testing, we have identified the impact of voice, greeting, wording, and various callback options, and have created a script that statistically results in the fewest abandoned calls.
Callers can schedule up-to-the-minute callbacks at a time of their choosing. Scheduled callbacks are automatically customized to fit the size of your team. The software automatically connects employees with customers at the desired time of the callback. There is no need to reserve agents. AI-based capacity planning for callbacks included.
Callers hang up and let the software wait for them. They are then called back at the next possible time based on your team’s capacity.
Giving the caller the option to wait in the queue helps to segment callers and avoid abandoned calls.
The ServiceOcean AI automatically manages appointment scheduling based on real-time KPIs.
Achieve up to
38
%
more handled calls
85
%
cost advantage
96
%
satisfaction
50
%
fewer abandoned calls
CALLBACK ≠ CALLBACK
4x more Callbacks that actually happen
| Standard Callback | SO Callback |
|---|---|
| 30% booking rate due to fewer options and uncertainty | 80% booking rate of scheduled callbacks |
| 60% successful callbacks | 96% successful callbacks |
| 5% FTE savings | 15% FTE savings |
| Callback is placed by the next available agent, no exact time | Scheduled to the minute, aligned with agent capacity |
| No callback confirmation | Confirmation and reminder SMS |
Simple integration with minimal effort
Integration takes only two days.
The software requires no IT interface and works with any phone system and ACD.
2
day integration
REDUCE unplanned CALLS
Software for online scheduling
ServiceOcean’s online scheduling eliminates unplanned calls in call centers and permanently reduces call volume.
“Online scheduling is the hidden champion. 15% to 20% of scheduled callbacks are booked online.”
Torsten Grabendorff
Die Sparkasse Bremen AG
Offer scheduled callbacks online
When customers search for the service hotline online, they can easily schedule an immediate or later call via the website, app, newsletter, or chatbot. At the scheduled time, the software connects an agent to the customer.
Synchronization with the inbound software occurs in real time.
ServiceOcean provides customers with the online form in their corporate design. The form can then be easily integrated via a link.
The result
ServiceOcean’s software digitizes customer service and creates an efficient customer journey that allows calls to be scheduled and planned.
Online scheduling is the perfect complement to inbound calls.
SERVICEOCEAN PORTAL
Your KPIs at a glance
Benefit from meaningful KPIs, automated data analysis, intelligent insights, and a new dashboard.
SOFTWARE FOR INBOUND CALLING
Product features
Dashboard & Reporting
Speech recognition
Customer notifications & call reminders
Skill-based routing
Real-time synchronization
Text to Speech
Satisfaction surveys (NPS)
Simple bot connection
BECOME A SERVICE HERO
Contact Form
Let’s talk.