Third Party Verification
Istonish supplies cost-competitive third-party verification (TPV) to help prove your customers are requesting changes or ordering new services or products. Our cutting-edge TPV allows cable companies providing VoIP, long-distance/local carriers, utility providers, credit card companies and others to meet Federal Trade Commission (FTC), Federal Communications Commission (FCC) and Public Utility Commission requirements. With more experience than most TPV providers, Istonish can also provide scripting, analytics and process advisement to give you the highest possible sell-through rate, better validation completion rates and fewer customer disputes.
Features
- Fully automated with live agent supported validation
- Unique services and benefits, including speech recognition, live agent support, our proprietary web interface for retrieval and playback, state-specific scripting, integrated IVR/agent recording, fully redundant Interactive Voice Response (IVR) and Automated Call Distribution (ACD) and more
- TPV service available 24x7x365
- Scripts are FCC/FTC and state Public Utilities Commission compliant with additional storage available
- 100% consistency in questions asked
- 99% transaction completion rate
- Open interfaces into systems for easy integration
- Digital voice recording
- Instant retrieval of current recordings via a secure customer web portal solution
- Archived recordings available within 24 hours
- Detailed activity reporting is available to support other business functions
- Quick TPV program startup
The Istonish Distinction
With some of the best technology in the industry, the Istonish TPV service allows for real-time verification with your system, speeding new order processing and decreasing phone time by as much as two minutes per customer. You’ll take advantage of automated order process flow immediately upon completion of TPV with your customers using our proprietary Istonish Generic Interface Gateway, the only interface certified with DST System’s and Cable Systems Group (CSG) billing systems.
As the world is becoming increasingly multi-lingual, Istonish provides the most cost-effective automated bilingual (English and Spanish) TPV live agent support. Our combination of time-tested, multiple-redundant voice processing hardware, industry-leading call center system and high-availability database and retrieval platform brings you 99.999% availability. And we can have your TPV program up and running in as little as 48 hours. Istonish also can offer to set up your TPV system on a virtual environment, which will reduce energy costs and be better for the environment.
Benefits to your Team
- Labor savings associated with streamlined call center work flow
- Labor savings associated with reduced live agent time to transfer calls to TPV
- Guarantee that every recording will be produced
- Significantly improved sales pass rates
Many communications and cable companies have practices that provide optimal pricing for bundled products and services upon receipt of commitments from customers for entering into service contracts or agreements. For many organizations the administration of these agreements is cumbersome, expensive and error prone. Istonish has created a solution that leverages IVR voice recognition and call recording technology to streamline the process and allow for customers to enter into these contracts over the phone. The benefits associated with our ‘verbal contract’ solution include:
Verbal Contracts
- Improved customer experience where the sales process is completed quickly and efficiently (in one step)
- Elimination of follow on paper or email confirmations or agreements
- Improved processing accuracy in that contracts and emails are not lost or misplaced
- Reduced costs associated with elimination of paper, postage and labor associated with customer contracts
- Elimination of billing errors associated with incomplete or inaccurate paperwork
- Improved customer satisfaction associated with more accurate and timely sales and provisioning of service