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The intelligent coordination between a phone and speech dialog systems does not let any queues arise at all. In addition, they are tackled from many sides.
Step 1: Call distribution
Queues can often be reduced if calls are distibuted smoothly. The Clarity ACD (ACD = Automatic Call Distribution) serves for that. It is part of the software-based Clarity Communication Center; it makes sure that all employees and agents are equally charged with their calls. Besides, the integrated statistic functions offer the basis for further tuning of telephone processes.
Step 2: Automatic connection
The Auto Attendant Clarity Contact Manager takes off a great load from the reception - namely switching over to the employees known by name. It makes connection via a speech dialog system ("Mr Smith, please"), receives messages and transfers calls to the reception or a substitute if the employee is not available. Thus employees spend more time in the telephone system, in order to serve customers faster and in a more detailed way.
Step 3: Pre-qualification
One more step ahaead of ACD and Contact Manager is the automatic pre-qualification by a speech dialog system. Callers are asked for their requests and distributed to the appropriate party. This also relieves the switchboard by a great deal.
Step 4: Automation
Such structured calls as, for instance, flight reservations or financial transactions can be completely taken over by a speech dialog system.
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