Swisscom Selects VoiceObjects to Power Customer Care Voice Portal
Switzerland´s Leading Telco Sets New Standard for Innovative Customer Care; Will Offer Personalized Caller Experience and Lower Service Costs
The new voice portal will be deployed using VoiceObjects´ flagship phone application server software, VoiceObjects 7, and Nortel´s Media Processing Server. VoiceObjects 7 will integrate with Swisscom´s existing Nortel infrastructure, protecting Swisscom´s technology investments. Swisscom will also take advantage of VoiceObjects Analyzer, a complete service analysis environment, to monitor and analyze system usage and improve call flows, resulting in increased customer satisfaction.
Swisscom´s new speech-enabled applications include service fulfillment, customer support, billing and password reset. Swisscom will offer customers personalized service through individually tailored dialog flows in the language of their choice -- Swiss German, French, Italian and English. Callers will be pre-qualified and, when necessary, will be routed to the most appropriate live agent to meet their specific needs. Swisscom expects a significant decrease in the number of misled calls and hang-ups, resulting in additional cost savings.
Swisscom also provides customer care voice portal capabilities in its new web-based, modular DTMF and speech-enabled Managed Contact Center Services offering. Swisscom´s Managed Contact Center Service is a flexible, highly scalable, modular contact center solution enabling Swisscom´s business customers to shorten time-to-market for implementing new customer care services.
"We chose VoiceObjects as a partner to improve and personalize the caller experience and lower our service costs," said Christian Rosenberger, project manager, Swisscom. "Reusable dialogs, per-caller personalization and sophisticated reporting capabilities were key deciding factors. And we chose Nortel as the lead contractor for this project based on our long history and excellent experience with Nortel Global Services. The new solution will enable us to deliver on our promise of establishing the best customer care voice portal in Switzerland."
"VoiceObjects Server and Analyzer is a powerful combination in sophisticated deployments like the one at Swisscom," said Beatriz Infante, chief executive officer, VoiceObjects. "We are privileged to work with both Nortel and Swisscom in support of Swisscom´s best-in-class customer care voice portal objectives. Our customer-centric approach in developing highly personalized customer self-service phone applications is the key to helping Swisscom establish a new generation of access to customer care."
"Helping organizations, such as Swisscom, to make business simpler for their customers is what Nortel is about," said Thomas Marfurt, Switzerland country leader, Nortel. "With more than 111 years of experience in delivering world-class voice applications we know that by helping businesses increase customer satisfaction, we can be instrumental in their long-term success."
VoiceObjects is redefining over-the-phone customer service for global enterprises and carriers. By delivering adaptive, cost-effective self-service phone portals, VoiceObjects enables organizations to personalize each caller´s experience, to integrate phone self-service into comprehensive customer experience strategies, and to manage the complexity of the world´s most sophisticated phone applications. VoiceObjects´ award-winning phone application server software is used by leading companies, including Adobe, T-Mobile, and Volkswagen Financial Services, and provides personalized customer service experiences to more than 500 million callers each year. VoiceObjects is privately held and headquartered in San Mateo, Calif.
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