Silicon Valley entrepreneur Mike McCue thinks that his company, Tellme Networks, can transform the cell phone into a powerful tool for sales and marketing with its proprietary technology. Tellme uses a combination of Internet and voice-recognition technology to replace human operators and traditional automated attendants. Instead of requiring people to enter data by pushing numbers on the keypad, Tellme allows them to issue commands to a computer by speaking in their natural voices over the phone. And the digital attendant can speak back to the caller as well. This gives companies a more personal sound when customers call in or when they are telemarketing.
A number of Tellme customers already use the service for sales and marketing. Tellme’s major customers include AT&T, AT&T Wireless, and Verizon Communications. Verizon uses the technology to run its directory assistance in nine states, and it’s about to expand the use of Tellme nationwide.
Just how great is Tellme’s technology? Verizon says the technology is a great marketing tool. If a caller asks for the number of a local restaurant or movie theater, Verizon can use Tellme technology to ask the caller if they want a map e-mailed to their cell phone. “It will help us serve our customers better,” says Joel Horton, executive director of technology of Verizon Live Source, the telecom’s directory-assistance business (Source: BusinessWeek).
Let’s Get Down To Business…
Undeniably, this technology is a great marketing tool. It can help cut costs and increase the efficiency of a company. For example, companies can reduce the number of human operators if they were to choose to use this new telemarketing technology. Also, callers can simply tell an automated attendant what the tracking number of their package is. That’s faster and easier than entering the data by pressing numbers on a keypad. This technology is definitely less troublesome for the customers and this might actually help companies in maintaining a loyal base of customers thanks to the good service. Needless to say, that personal touch will definitely attract customers!
The point to note is that we have to be on our toes and constantly think of ways on how to improve not only efficiency but also to retain that personal touch with customers. Only then can you win over their hearts. 🙂
Related Ideas & Trends
A Telemarketer You Can Talk To [BusinessWeek]
Verizon’s New 411 System: Is It a Live Operator, or Is It ‘Darby’? [Via PR Newswire]
America, Get Ready for “Ringbacks” [BusinessWeek]
Tellme More Please, Won’t You?
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