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Speech Application Case Study - Netflix
Business Challenge
Netflix set the goal of increasing its subscribers from 3 million to 20 million without adding additional call center agents. This meant improving agent efficiency and reducing call handling times.
TuVox Solution
TuVox deployed a speech application that determines who the caller is and why they are calling. Callers are offered a list of call routing destinations such as sign-up, account help, bgilling, shipment status and other commonly-asked questions. Once the caller makes a selection, the speech application authenticates, then quickly routes to the right skills-based agent.
Key Benefits For Netflix
With TuVox Enterprise Software for Speech:
- 98% of authenticated calls are successfully routed to the right agent
- Average wait times decreased from 3 minutes to 1 minute
- Call handling times decreased from 4 minutes to 1 minutes
- Netflix is able to handle a significant increase in subscribers' call volume with the same number of agents
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