SmartAction

SmartAction Speech IVR System

5 / 5 3 reviews

Who Uses This Software?

SmartAction's cloud-based platform is built for enterprises in all industries that need to satisfy growing expectations for self-service.


Average Ratings

3 Reviews
  • 5 / 5
    Overall
  • 5 / 5
    Ease of Use
  • 5 / 5
    Customer Service

Product Details

  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Live Online
  • Support
    24/7 (Live Rep)

Vendor Details

  • SmartAction
  • www.smartaction.com
  • Founded 2002
  • United States

About SmartAction Speech IVR System

SmartAction is the only provider of a fully automated voice and text-enabled omnichannel solution, running in the cloud and powered by artificial intelligence. Our solution, IVA, is a centralized AI engine that automates customer service across voice, SMS, text, chat, mobile, and social media. We consultatively work with companies to deliver effortless customer service across any of the channels their customers choose. For more information visit www.smartaction.ai.


SmartAction Speech IVR System Features

  • Blended Call Center
  • Call Logging
  • Call Recording
  • Call Routing
  • Call Scripting
  • Campaign Management
  • Escalation Management
  • Inbound Call Center
  • IVR / Voice Recognition
  • Knowledge Base
  • Live Chat
  • Manual Dialer
  • Outbound Call Center
  • Predictive Dialer
  • Premise-Based Call Center
  • Progressive Dialer
  • Quality Management
  • Queue Manager
  • Virtual Call Center
  • Action Management
  • Analytics
  • Customer Segmentation
  • Dashboard
  • Feedback Management
  • Knowledge Management
  • Multi-Channel Collection
  • Sentiment Analysis
  • Survey Management
  • Text Analysis
  • Trend Analysis
  • Call Center
  • Call Logging
  • Call Recording
  • Call Routing
  • Multiple Scripts
  • Phone Key Input
  • Survey Management
  • Text to Speech
  • Voice Customization
  • Voice Mail
  • Automatic Form Fill
  • Call Analysis
  • Concatenated Speech
  • Continuous Speech
  • Customizable Macros
  • Specialty Vocabularies
  • Variable Frequency
  • Auto Dialer
  • Call Center Management
  • Call Monitoring
  • Contact Management
  • Inbound Reporting
  • IVR / Voice Recognition
  • Outbound Reporting
  • Predictive Dialer
  • Telemarketing Management
  • Voice & Data Integration
  • VoIP

SmartAction Speech IVR System Reviews Recently Reviewed!

B2066973ca839cdca3b4fd91031fa5ce

Enhanced Capabilities for Your Customers

Nov 03, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
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Pros: The technology is straightforward and easy to integrate with. The SmartAction team was great to work with and helped us deploy quickly.

For many years we avoided IVR platforms due to the extremely high cost to implement. SmartAction's fee structure is very fair and provides great value.

We're only using a fraction of the capabilities and look to expand it's use in the coming months/years. It's omni-channel so fits our strategic vision perfectly.

Cons: We only recently implemented in the last 60 days and have only had minor issues to date. None were related to the software and just required fine tuning like any new deployment of technology.

Overall: We were finally able to allow payments by phone for our customers. We'd been hearing the complaints for years so it was satisfying to provide this option.

Additionally, we deployed a text reminder option for bill payments to our customers. Prior to this, we relied upon the post office to deliver the bills, thus leading to many complaints of missing bills etc. Additionally, SmartAction assisted us in building the ability to also pay the bill via that text. Great convenience overall for the customer!

Drove 20%+ cost savings in less than 18 months!

Apr 27, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Easy to work with. Quick implementations possible for immediate ROI.

Cons: Haven't found any to-date.

Overall: Talk about a return on investment! Implementation of SmartAction across just 1 client's program for 3 specific call types drove over 20% of our costs out of the call center operations. There is potential to do so much more with this AI technology, and you don't have to sacrifice quality or CX. Our implementations to-date have included taking redundant customer transactions and seamlessly integrating self-service through the IVA to attend to these customers - with greater accuracy and no loss in satisfaction!

The implementation timeline can be very short, and that ROI can actually start being realized very quickly. SmartAction is there every step of the way and gives you the right support to help make sure things go smoothly. They are there after production starts as well, to provide assistance in measuring and then enhancing any elements of your projects that are needed.

Our goal is to automate as many as 50% of our calls through SmartAction, and we're well on our way. I expect we'll achieve this goal in the next 18-24 months. We've already begun leveraging this technology as a part of our Business Development presentations and it's fun to see prospects and clients alike light up with the endless possibilities we discuss in using SmartAction.

Pricing is more than fair, and the business case is pretty simple to make: You can either arm your company with the great capabilities of SmartAction and potentially be the only one in your space to have this technology, or you can decide not to take action and let your competitors beat you to the punch. This should be motivation enough to purchase it now!

Recommendations to other buyers: Get it now! Use it often! Take your CX to the next level and keep pace with our digital age. The possibilities are endless in how you can leverage SmartAction in your business to drive positive results.

Operations Manager

Apr 14, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: SmartAction IVR is a great tool for customers to access their rebate information 24/7 for feedback on the status of their rebates. There are very minimal outages and it allows our company to have customers keep current as their rebates go through the various stages until the rebate is approved.