Drive the experiences your customers desire

Put your customers in the driver’s seat with the power to interact with you when and where they want

Personalized inbound self-service

  • 24/7 access to an expansive suite of services

  • Protect customer information and reduce risk with PCI

  • Gain efficiency in the contact center

Advanced voice and speech recognition

  • Enhance security through frictionless, multi-factor authentication

  • Craft a simplified experience that speaks to your customers

  • Deliver enriched interactions with secure backend integrations

Chatbots

  • Simplify tasks and free resources with automated, interactive assistance

  • Permit varying levels of automated interactions using cognitive technologies

  • Know when to escalate to live-assist simply and seamlessly

Visual IVR

  • Promote brand and sales with rich and interactive visual content

  • Connect the journey from self-service to assisted with visual paths

  • Leverage collaborative and content sharing services

Outbound Notifications

  • Build loyalty with personalized proactive messaging

  • Send notifications through preferred channels including voice, text and email

  • Transfer to Live assist with ease and full contextual details

Mobile and Web

  • Empower customers to initiate a conversation from a mobile application

  • Receive customer information and rich context across channels

  • Reduced handle time and call transfer rate

Innovative, cost effective inbound applications for your contact center

Customers value the opportunity to help themselves with everyday tasks and are loyal to the businesses that enable them to do so quickly and easily. Whether their preference is to initiate these transactions via voice, chat or other digital means, providing highly personalized and secure self-service is key to transforming automation into a relationship building asset.

But sometimes the journey doesn’t end there. When day-to-day needs escalate, proper routing of the customer along with the information and context captured through self-service ensures a seamless and frictionless transition to live support, empowering agents to continue the conversation moving towards resolution.


Inbound and automated services by Waterfield include:

  • Service automation roadmap and strategic planning

  • Chatbots and AI powered automation

  • Natural language understanding

  • Voice user interface design

  • Biometric authentication

  • Custom application development

  • Customer satisfaction surveys

  • Speech recognition and grammar development

  • Grammar tuning and optimization

  • PCI payment compliance

  • Proactive notifications

  • Computer telephony integration

  • Interactive text response

  • Advanced reporting and business intelligence

Waterfield voice self-services

When customers call your business, it’s your IVR system that typically greets them. How well your IVR understands who is on the phone and its ability to provide useful and meaningful information sets the stage for a successful—or awful—customer experience.


Waterfield has helped customers design, develop, and support powerful voice solutions for over 25 years. With expertise across all major IVR platforms, we assist you in delivering a best-in-class experience for your callers no matter what technology exists in your contact center.

  • Know the customer. Identification and Authentication (ID & Auth) are the key first steps. Securely identify customers and beat all comparative benchmarks in the industry.

  • Craft a personalized interaction. Use all available means — business intelligence, relationship data, and transactions — to tailor the interaction to each caller.

  • Keep it simple. Make it easy for the customer to accomplish their goal with as few steps as possible during the call.

  • Take the customer’s lead. Let customers use their own words instead of reacting to your prompts. Recognize what your customers are saying and enable them to complete transactions with as little friction as possible.

Speech recognition

Meet your callers’ expectations for quality service and efficiency with a speech recognition solution that makes it easy for customers to interact with your services.

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Persona development

Create an experience for your customers that puts your brand out there front and center by developing the right persona for your business.

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System design

Promote a combination of art and science to build a system that feels natural and delivers a real human experience from beginning to end.

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Speech tuning

Even a great system can be made better by simply listening to your customers’ experiences and using collected data to fine-tune the system’s design.

AI – cognitive solutions offer tremendous benefits

Waterfield has paired with industry leading AI providers to allow contact center customers to immediately begin taking advantage of the cognitive services offered by this groundbreaking technology. Consumers expect to complete their transactions from a variety of digital channels and prefer self-service to speaking to a customer service representative. AI permits different levels of automated interactions with voice applications and approaches customer service with a new, cutting-edge method sure to satisfy the ever increasing expectations of the millennials.

AI enriches customer experience:

  • Allows customers to quickly present and find resolution to common issues traditionally not handled by legacy IVR systems

  • Increases call completion through tighter natural language understanding

  • Enhances call routing and agent alignment for those calls that must be transferred by leveraging Watson services to match and align caller and agent skill and disposition types

  • Discovers relationships between entities by sorting and filtering large amounts of data

  • Improves speech services to compliment the overall voice user experience

  • Speech to Text converts audio recordings into a textual transcription

  • Multiple language translation of news or conversation can be instantly published

Why Waterfield Technologies

Experience
Waterfield combines great technology with an experienced team who know what it takes to drive exceptional results. Our engineers and specialists have implemented hundreds of self-service applications that increase efficiency and deliver satisfying customer experiences.

Simplicity
We understand your contact center services run on a variety of technology platforms. Our team is skilled and trained with every major industry technology components and leading brands including Aspect, Avaya, Blueworx, Cisco, Five9, Genesys and more.

Reliability
Our team has developed highly customized, enterprise-level applications across every industry vertical including government, healthcare, retail and utilities and supports cloud, on-premise and hybrid environments as well as off-the-shelf solutions that can be quickly integrated into a contact center.

Want to learn more? We’re ready to talk.

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