• SIP
Broadband & Mobile Featured Article
October 18, 2007
Versatel Calls on VoiceObjects for Customer Care Self-Service Phone Portal
By Raju Shanbhag TMCnet Contributing Editor
VoiceObjects, a provider of adaptive self-service phone portals, said Versatel has selected its company to power a new customer care self-service phone portal at Voice Days 2007.
Versatel will now use VoiceObjects' phone application server
software suite to automate and manage a broad range of customer service and support requests.
As Versatel handles its burgeoning customer growth, the new, automated self service portal is expected to help. As an increasing number of customers access the self-service phone portal, Versatel's live agent support costs have remained flat despite the increase in the number of customers, according to Beatriz Infante, chief executive officer, VoiceObjects.
“In competitive markets such as telecommunications with high customer churn rates and tight margins, operators like Versatel are challenged to deliver exceptional customer service and reduce live agent support costs,” said Infante.
Versatel is one of Germany's largest telecommunications providers.
VoiceObjects provided the technology platform to estimate service and support requests based on real-time and historic customer data through its tight integration with Versatel's customer relationship management and knowledge management systems. Now, customers are guided to a customized, touch-tone dialog that prompts them to deliver the latest service information, based on profiles and usage patterns. These customers also have an option of receiving an SMS message notifying them when the network is back up, further reducing call volumes.
Versatel and VoiceObjects have demonstrated how excellent, yet cost-effective customer service can be realized by combining live agent support systems with an intelligent, data-driven self-service phone portal that leverages a company's CRM and knowledge management resources,” said Infante.
Serving more than 600,000 residential customers throughout Germany, Versatel outsources its customer support, managed by approximately 400 live agents in four call centers. Versatel was mainly looking to leverage the VoiceObjects-driven self-service phone portal as the company was trying to identify and anticipate customers' service and support requests and improve the caller experience.
Versatel receives rich data to analyze customer call patterns and measure the effectiveness of their self-service applications by capturing customers' self-service phone portal activity in VoiceObjects Infostore, and using VoiceObjects Analyzer to reveal user behavior. This will help the company to identify problematic dialogs that cause caller drop-outs or confusion.
Raju Shanbhag is a contributing editor for TMCnet. To see more of his articles, please visit his columnist page.
Versatel will now use VoiceObjects' phone application server
software suite to automate and manage a broad range of customer service and support requests.
As Versatel handles its burgeoning customer growth, the new, automated self service portal is expected to help. As an increasing number of customers access the self-service phone portal, Versatel's live agent support costs have remained flat despite the increase in the number of customers, according to Beatriz Infante, chief executive officer, VoiceObjects.
“In competitive markets such as telecommunications with high customer churn rates and tight margins, operators like Versatel are challenged to deliver exceptional customer service and reduce live agent support costs,” said Infante.
Versatel is one of Germany's largest telecommunications providers.
VoiceObjects provided the technology platform to estimate service and support requests based on real-time and historic customer data through its tight integration with Versatel's customer relationship management and knowledge management systems. Now, customers are guided to a customized, touch-tone dialog that prompts them to deliver the latest service information, based on profiles and usage patterns. These customers also have an option of receiving an SMS message notifying them when the network is back up, further reducing call volumes.
Versatel and VoiceObjects have demonstrated how excellent, yet cost-effective customer service can be realized by combining live agent support systems with an intelligent, data-driven self-service phone portal that leverages a company's CRM and knowledge management resources,” said Infante.
Serving more than 600,000 residential customers throughout Germany, Versatel outsources its customer support, managed by approximately 400 live agents in four call centers. Versatel was mainly looking to leverage the VoiceObjects-driven self-service phone portal as the company was trying to identify and anticipate customers' service and support requests and improve the caller experience.
Versatel receives rich data to analyze customer call patterns and measure the effectiveness of their self-service applications by capturing customers' self-service phone portal activity in VoiceObjects Infostore, and using VoiceObjects Analyzer to reveal user behavior. This will help the company to identify problematic dialogs that cause caller drop-outs or confusion.
Raju Shanbhag is a contributing editor for TMCnet. To see more of his articles, please visit his columnist page.
