T-Mobile Powers Integrated Voice and Mobile Self-Service Strategy With VoiceObjects
T-Mobile has been a leader in mobile services in America, Middle East, Africa, Europe and parts of Asia. Recently, it decided to deploy Voxeo VoiceObjects software as a part of its self-service consumer technologies. The case study describes the two key criteria which led to the project. First, the company wanted to provide intuitive and easy self service to the customers. Second, T- Mobile required optimizing efficiency of affordable services via a range of channels. Voxeo VoiceObjects provided an ideal technology partner with its cost effective, simple self-service architecture. The paper highlights several qualities of Voxeo VoiceObjects. It is a personalized and effective self-service provider which can be deployed at any channel once it has been designed. VoiceObjects' multi channel approach provides a useful conglomeration of service channels. The paper concludes that Voxeo VoiceObjects shall lead T-Mobile customers to fast, personalized mobile services through a self-service mobile portal with speech recognition, SMS services or touch-tone (DTMF). It is a near miracle solution that shall enable T-Mobile to improve user experience and do so at a lower cost. T-Mobile shall shortly use, create and manage customer self service consumer portals in Czech Republic, Poland and Austria (PTC region). The new technology also aided company in providing richer customer experience.