IT Employment

Optimized Customer Service Portal With Multilingualism and Detailed Analysis Functionalities

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Executive Summary

Proximus is a subsidiary of Belgacom, and is the biggest telecommunications service provider in Belgium. The paper studies the company's strategy to optimize its client service and to reduce its costs. Proximus has three call centers which handle 50,000 calls daily. The company also needed to devise a plan to handle its increasing traffic. Proximus decided to automate the system. It also decided to address the issue of multilingualism. Proximus seeks to support the country's official languages of French, German, Dutch and English, as a minimum. It also wanted to deploy the system supporting open standards. The company chose Voxeo VoiceObjects based on Voxeo's presentation highlighting layer concept and Voice User Interfaces (VUIs). Voxeo system was also low-maintenance and had lower costs. The company also engaged the services of NG-Solution, a partner firm of Voxeo. VoiceObjects technology featured dynamic menus which were easily adaptable to customers' requirements. Proximus also decided to use Voxeo Analyzer. Analyzer forms a part of the phone application server software suite. The case study also discusses the advantages accrued to the organization due to the transition to new system. The new system greatly enhanced the customers' experience. The system is also easy to use as it allows the administrators to tweak the setting within a couple of minutes.

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