Archive for the 'webcasts' Category

Take a Byte Out of Support Costs

Published
by
Nick Ezzo
on January 15, 2009
in how-to's and webcasts
. 0 Comments

NickI’d like to take this opportunity to blatantly promote our upcoming webcast called Take a Byte Out of Support Costs.

It’s a 15-minute case study of a TuVox customer that is in the hyper-competitive personal computer industry.

Take a Byte Out of Support Costs

Register for the event here.

Here’s an excerpt:

While warranty callers waited on hold, non-warranty callers received free technical support.

Find out how TuVox On Demand saves this company hundreds of thousands of dollars each month with a simple-but-effective IVR-based warranty validation system.

Today, warranty callers get help fast, and non-warranty callers can choose a paid support option or web-based self-help.

I hope you’ll join us on January 28th!

Register here.

Solving the Touch-tone Problem

Published
by
Laura Bramschreiber
on April 4, 2007
in call center automation, case study, how-to's and webcasts
. 1 Comment

Laura

Every now and then, I get to work on really great speech-enabled IVR systems, that even callers like to use. Recently, I learned from Telecom New Zealand, the major telephone carrier in a country of about 4 million people, that their callers really like their new system.

Today, Telecom New Zealand provides millions of subscribers with local dial tone, plus long distance service, plus Internet service, plus mobile services, plus a variety of other value-added services.

So it stands to reason, their subscribers are calling for a myriad of product offerings and for a multitude of reasons.

After adding more and more items to their touch-tone system, they started to get the feeling that their touch-tone menu system just wasn’t cutting it anymore.

So, how did they handle this problem? They implemented a conversational call routing speech system. The results were really stunning:

  • The number of callers that “zero out” dropped to almost nothing
  • Customer satisfaction with speech is three times greater than with the old touch-tone IVR
  • Huge jump in CSR efficiency due to reduced re-work and misroutes

Here is an interesting article that appeared on Destination CRM, entitled Chatting Up Customers Down Under.