Self-Service Module

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Case Study - Leading US Telecommunications Company

"TuVox was the only vendor that could meet our goal of deploying a fully integrated solution in just six months - one-half to one-third of the time proposed by the nearest competitor."

- Senior Manager
Automated Technologies

Business Challenge
A leading US telecommunications company offering voice, data, and Internet services to millions of customers wanted to reduce call center costs while greatly improving the experience for callers. The carrier needed to develop a sophisticated voice self-service solution to support local and long-distance customers with 67 voice applications, helping customers with issues such as billing and payments, calling card features and services, credits, account maintenance, service cancellation, repairs and technical issues.

TuVox Solution
Using TuVox enterprise software for speech, the carrier's IVR staff developed the speech application in-house in six months. The deployment was accelerated by TuVox's patent pending SmartGenT technology that optimizes the lifecycle management of speech applications. The finished voice self-service project involved more than 67 voice applications with almost 150 sub-applications, more than 12,000 voice prompts, and 25 back-end data dips -- one of the largest speech installations in North America. The entire application was completed in 6 months using the telecom carrier's own internal staff.

TuVox enterprise software for speech applications features a natural language-based conversational interface that allows callers to speak freely and provides a wide range of responses. TuVox includes built-in error handling when callers do not respond or say something that is not understood. Callers have a better experience if transferred to a live agent, as all call information automatically appears on the agent's desktop.

Key Benefits For A Leading US Telecommunications Company
With TuVox Enterprise Software for Speech:

• Increased automation from 20% to 25% over existing DTMF system
• Saves over $1 million in annual cost for each additional percent of automation
• Delivers better caller experience and adoption of automated calls
• Improved speed to market from 18 months to only 6 months
• Applications can be easily tuned and enhanced by the company's employees