Volkswagen Financial Services AG Achieves 90% Customer Satisfaction With New VoiceObjects Self-Service Voice Portal

Financial Service Provider Relies on VoiceObjects´ Automated Phone Self-Service Solution to Optimize Customer Service Delivery

Bergisch Gladbach, (PresseBox) - VoiceObjects, the leading provider of adaptive self-service phone portals, announced today that Volkswagen Financial Services AG (VWFS) has successfully deployed a new, personalized self-service voice portal from VoiceObjects. The VoiceObjects phone application server software suite enables VWFS to easily manage increasing call volumes while improving customer satisfaction and reducing service costs. Within weeks after deploying the new voice portal, VWFS customers benefited from unprecedented levels of personalized self-service, and more than 90% of them report being very satisfied with the new system. VWFS will discuss its new self-service voice portal this week at VOICE Days 2007, the self-service and customer interaction conference.

VWFS is a wholly owned subsidiary of Volkswagen AG. The subsidiary was founded to address the growing breadth, depth, and internationalization of Volkswagen´s financial services operations. VWFS coordinates the worldwide financial services activities of the Volkswagen Group and its subsidiaries. Previously, all VWFS customers desiring over-the-phone service were directed to a single contact number served by call center agents. Lack of segmentation led to long hold times for even the simplest inquiries.

VWFS chose VoiceObjects´ phone application server software suite to deploy, manage, and analyze its speech-enabled applications. The new VoiceObjects self-service banking voice portal immediately helped manage incoming call loads more effectively. All callers first interact with the new self-service voice portal before reaching an agent. Interactive dialogs and flexible menus help callers get the information they need quickly. Customers are pre-qualified, authenticated, and, when necessary, routed to the most appropriate live agent to meet their specific needs. Despite increasing call volumes, wait times have decreased and agents have more time for value-added consultation, cross-selling, and up-selling. In addition to effective call routing, the new voice portal enables customers to get balances, pay bills, transfer funds, and update account information, all through a voice or touch-tone interface.

Seamless Integration with Call Center and IT Infrastructure
VoiceObjects also delivered significant advantages to the VWFS IT team responsible for maintaining the new self-service voice portal. VoiceObjects Server integrated seamlessly with the existing VWFS IT environment, including the Genesys media platform, the Jetty Web application server, Nuance speech recognition and text-to-speech software, Oracle databases, and SAP products for CRM and ERP, saving considerable time and resources. In addition, VWFS can analyze real-time application and system statistics using SAP´s business intelligence software in combination with VoiceObjects Analyzer and Infostore.

"VoiceObjects´ open and flexible infrastructure and the Web interface facilitated developing, deploying, and maintaining phone self-service applications," said Stephan Schneider, project manager, VWFS. "Now, changes to our applications are made quickly and easily. And, the ability to integrate the new system with our existing infrastructure was a key deciding factor. Our new self-service phone portal immediately helped us to manage the incoming call load more effectively while increasing customer service quality."

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