Date Added: Jan 2010
Vodafone Ireland is a leading telecommunications provider in Ireland. The company was looking to change the powering options for its automatic phone self-service system. The decision was important as it was meant to determine the level of customer satisfaction. Vodafone Ireland was the first Vodafone conglomerate company to use a VoiceXML Interactive Voice Response (IVR) system. According to the case study, the company chose Voxeo's VoiceObjects phone application server software suite for the above mentioned purpose. The paper studies the reasons behind choosing Voxeo system over its competitors. Voxeo VoiceObjects has the advantage of being the most flexible, fastest and easiest system. The system helped Vodafone Ireland in reducing the projects costs by up to 75%. The paper also deals with the deployment of Voxeo's VoiceObjects Analyzer in conjunction with the company's MicroStrategy business intelligence platform. The Analyzer helped in improving the performance of IVR system. The study examines the future course of action to be taken by Vodafone Ireland. The company is looking to enable more personalization of its services and applications. It is also planning to appraise new interfaces and channels like USSD-based text. The paper suggests that Voxeo system helped the company in cutting costs and increasing efficiency. The new system also increased callers' satisfaction and lowered the waiting time period.