T-Mobile Czech Republic Customers Rate Phone Self-Service as Good as or Better Than Live Agent Support
More Than 90% of Customers Satisfied With Automated Phone System Built on VoiceObjects
T-Mobile surveys customers served by the phone portal and live agents every two months to determine their level of satisfaction and overall experience. Results show respondents who used the automated phone system report satisfaction levels on par or better than those customers served by live agents.
T-Mobile is the leading mobile operator in the Czech Republic and serves more than five million customers. Several years ago, they built a multi-site, multimedia contact center and moved to a VoiceXML interactive voice response (IVR) system. Once this was completed, they began evaluating self-service phone platform offerings for developing and deploying applications on the new system. VoiceObjects was chosen because of its flexibility, simplified application deployment management and reporting features. Now serving over two million calls every month, the VoiceObjects-based phone portal enables customers to accomplish a number of tasks entirely within the automated system, resulting in lower customer service costs and an increase in the number of live agents who are available to handle more complex customer inquiries.
"VoiceObjects helps us maintain our leadership position in a highly saturated market by raising the bar for our customer service," said Roman Stastny, Customer Services Development Vice President, T-Mobile. "Our goal is to deliver world-class customer service to all of our customers in line with our corporate vision to mobilize personal, business and social networks, being a most highly regarded service company. VoiceObjects provides us with the platform to create personalized, voice-driven applications that are necessary for us to meet this objective."
VoiceObjects´ scalable and flexible deployment environment allows T-Mobile to rapidly respond to customers´ needs and business priorities by changing the applications based on caller behavior and system usage. In addition, all new applications developed for their voice self-service channel can easily be deployed on other channels, including video, text and the Web, saving significant time and resources. The VoiceObjects platform runs on VoiceXML-based IVRs and features a graphical objects-based development environment, eliminating the need for proprietary programming skills.
In the past, T-Mobile´s IT staff spent several days to deploy marketing campaigns within the call center. With VoiceObjects, T-Mobile´s marketing department is able to make changes to these campaigns in a matter of hours without the dependency on the IT department.
Seamless Integration with Call Center and IT Infrastructure
VoiceObjects also delivered significant advantages to the team responsible for maintaining the new self-service phone portal. The VoiceObjects software integrated seamlessly with the existing call center and IT infrastructure, including the Genesys Voice Platform, Oracle databases and CRM assets, saving valuable time and resources. In addition, T-Mobile is now able to run reports and analyze system performance using VoiceObjects Infostore.
"T-Mobile is a great example of how an organization can leverage VoiceObjects´ phone application server to support their customer service initiatives," said Beatriz Infante, chief executive officer, VoiceObjects. "We´re pleased that an operator such as T-Mobile Czech, which puts such a premium on the customer experience, has chosen VoiceObjects to help them deliver on their vision of being the most highly regarded service company in their market."
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