Telecom New Zealand Deploys TuVox Perfect Router Call Routing Application to 2.5 Million Customers
TuVox, a leading provider of On Demand speech applications, today announced that Telecom New Zealand has recently completed one of the most sophisticated deployments of natural language call routing in the telecommunications industry. TuVox Perfect Router serves as a frontline customer service tool for Telecom’s seven major lines of business, successfully handling over 24 million calls per year.
The solution utilizes the TuVox Perfect Router conversational speech application combined with the Genesys Voice Platform (GVP) software-based IVR and intelligent skills-based routing, consolidating dozens of customer service numbers to deliver a consistent caller experience. The Perfect Router application greets customers by asking ‘How can I help you?’. Customers speak naturally to the system, which handles their inquiry within seconds by routing them to one of 35 TuVox voice self-service modules (e.g., Customer Account Information, Faults (Trouble/Repair) and Broadband Help Desk) or to the appropriate agent with the right expertise.
In its first month of production, Telecom’s natural language call routing application has increased customer self-service by 20 percent, while increasing customer satisfaction threefold compared to the original touch-tone routing system.
“The TuVox Perfect Router application has exceeded our expectations at Telecom New Zealand. Key to this success is the level of engagement of our frontline reps. They have become advocates because it really helps them serve the customer. As a consequence, we have received great feedback from our customers who recognize the benefits of the accurate call routing as well as the self-service modules, including sophisticated technical support,” said Hamish Stewart, Manager of Channel Strategy at Telecom New Zealand. “We were able to deploy this sophisticated speech solution leveraging our existing Genesys investment.”
In addition, Telecom’s customer service agents have improved their efficiency as the TuVox speech application, combined with skills-based routing and screen-pop from Genesys, provide agents with detailed customer interaction information when calls are transferred to an agent. Telecom is already planning to expand the TuVox solution to deliver additional customer self-service capabilities.
“We are excited about the successful deployment of the TuVox Perfect Router application at Telecom New Zealand and the dramatic increase in customer satisfaction they are achieving as a result of the self-service and call routing accuracy,” said Larry Miller, president and CEO of TuVox. “TuVox is proud to be a partner with Telecom in delivering world class customer service to its customers.”
About Telecom
The Telecom Group is New Zealand’s largest company and principal telecommunications and ICT services provider. Telecom provides fixed-line phone, mobile and Internet data services and owns AAPT, Australia’s third largest telecom carrier. Telecom offers Internet access and email access via its ISP Xtra and offers wireless networks; print directories; and corporate voice, ICT and data solutions. Telecom’s goal is to be the best performing, customer focused online and communications company in Australasia
About TuVox
TuVox is a leading provider of On Demand speech applications, empowering companies to deliver superior caller experience through the voice channel. Available as a hosted or on-premise solution, TuVox’s award winning applications are easily customized to your business and can quickly be updated in response to business changes. TuVox speech applications automate virtually any type of call, including natural language call-routing, self-service transactions and interactive customer support. By delivering a superior caller experience, TuVox speech applications increase customer satisfaction and improve the adoption of voice self-service. TuVox customers include companies such as ABN-AMRO, AvMed, British Airways, Citibank, Canon, Charter Communications, Gateway, Netflix, Office Depot, Time Customer Service and TiVo. To find out more about TuVox, please visit www.tuvox.com.