Web Voice Synchronisation

Web Voice Synchronisation (aka Call Tracking) is an exciting new technology that enables a highly personalised experience between a web visitor and a call centre agent.

How does Web Voice Synchronisation work?

For a customer browsing through your website, they won’t notice if WVS is being used at all.

In fact, the only difference will be that where contact details are provided on the website, that customer will see a unique phone number only visible to them.

If another user was also looking at the website at the same time and the same pages, they would see a different contact number.

Where the Web Voice Synchronisation technology really comes into its own is when that customer moves the conversation from the web to the call centre.

Essentially all the information about the customer’s web experience is passed directly through to the call centre agent when the customer calls.

This includes:

  • Length of time on the website
  • What pages the user visited
  • What pages they landed on along with the current page
  • Keywords
  • Referral source or affiliate information

This provides the call centre agent with some powerful information to support the customer.

Benefits of using Web Voice Synchronisation technology

Benefits of WVS for the call centre

WVS can tell the contact centre agent how the customer arrived on your site, which pages they viewed, the page they are on now, and much more.

This allows contact centre staff to more effectively meet customers’ needs, upsell them, and deal with enquiries much quicker saving both the customer and the call centre time.

Smart Web Voice Synchronisation can also predict the value of the contact based on the previous history of customers following a similar path.

This enables the contact centre to prioritise high-value calls to either get answered quicker or routed to one of the best agents.

Benefits of WVS for the customer

The key benefits for the customer is a more personalised experience requiring less effort (Remember the Customer Effort Score?).

Benefits of WVS for the business

  • Better conversions in a sales environment.
  • Reduced costs as you can direct the customer directly to the contact centre agent best skilled to help them.
  • As we’ve mentioned before with CES, customers who rate your business as easy to do business with will stay longer and spend more.
  • Powerful intelligence for your marketing department as they can effectively track the entire customer journey.

Recommended further reading: Learn more about Web Voice Synchronisation technology for call centres

Find suppliers of web voice synchronisation and call tracking software on the free CX Directory >>>

Upcoming Industry Events:

Virtual Coffee: Decision Making

Event Organiser:
CX Skills

This workshop will focus on building your confidence in decision-making, introduce decision-making models, and what to do when you’ve made the ‘wrong’ decisions.

Will AI Kill the Contact Centre?

Event Organiser:

During this webinar, we’ll be exploring whether or not Artificial Intelligence (AI) is going to completely kill off the contact centre.

Customer Experience and the COVID Crisis with Don Peppers

Event Organiser:
CX Central

Join leading global CX expert Don Peppers and host Justin Tippett from CX Central on this free webinar - Customer Experience and the COVID Crisis to discuss:

- Why a good “customer experience” is even more central to long-term business success
- How to benefit from the dramatic rise in online, interactive activity; and
- Why trust is even more vital than it ever has been, amid the COVID crisis.

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