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Swisscom Powers Customer Care Voice Portal With Voxeo VoiceObjects

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Executive Summary

Swisscom is a leading mobile communication provider in Switzerland. The company examined alternative ways to power its customer care voice system. The system expected to handle about twelve million calls per year. This case study delves on the challenges faced by the company before the deployment of the new system. It also studies the evaluation process undertaken by the company for deciding the new power generator. The company finally selected Voxeo's VoiceObjects for this purpose. According to the paper, the main reason behind this choice was the easy integration of Voxeo's VoiceObjects with the company's existing Nortel system. Swisscom also employed Voxeo Analyzer for monitoring and analyzing system usage. The analyzer was also used for improving call flows for the purpose of increasing consumer satisfaction. Voxeo's VoiceObjects aided the process of deploying, developing and managing a wide gamut of speech-enabled applications, which helped the company in personalizing the procedures. The personalization options included choosing the language employed. The system offered the option of various languages such as French, Swiss, Italian, German and English. The calls were then routed to respective language agent. Such personalization led to immense improvement in customer experience. The company extended this concept to its web-based, speech-enabled Managed Contact Center Services Offering and modular DTMF. This concept yielded benefits in the form of increased the efficiency of contact centers.

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