BCE Elix

BCE Elix


August 04, 2005 08:30 ET

BCE Elix and Nu Echo Help VISA Desjardins to Manage Customers on the Move

MONTREAL, QUEBEC--(CCNMatthews - Aug. 4, 2005) -

Innovative Solution Resolves Seasonal Spike in Call Volume

BCE Elix, a specialist in contact center solutions, and Nu Echo, a specialist in speech-enabled applications, announce the implementation of an innovative solution to automate change of address calls for VISA Desjardins. Each year, thousands of VISA Desjardins customers who change residence call the company to communicate their new addresses. This is a situation many companies face, but in Quebec, the fact that a large proportion of residential moves occur around July 1 makes a routine thing like the change of address a daunting challenge. For VISA Desjardins, this means a particularly heavy call volume from May to July. This seasonal peak has in the past meant hiring, training, and equipping temporary staff to handle the call volume and outsourcing address verification to a third-party company. Rolled out in April 2005, the Change of Address solution had an impressive 82% success rate for the months of April through June, with more than 45,000 transactions completed without agent assistance.

BCE Elix and Nu Echo implemented a proven solution that automates the change of address process by providing a security check to verify the caller's identity, and collecting and then validating the address information. The bilingual English and French solution includes Nu ID, a Security module to verify the caller's identity, and Nu Address, the Change of Address module that collects the caller's new address, the date the new address becomes effective, and the new telephone number. All addresses are checked against the Canada Post database to ensure accuracy.

"The solution saves time and money while guaranteeing quality customer service," says Daniel Partridge, Director, Finance and Information Services, at VISA Desjardins. "For VISA Desjardins, it is cost-effective, increases the accuracy of the information collected, and eliminates the logistical challenges we face every year with the greatly increased call volume generated by the moving season."

"The Change of Address solution uses speech recognition and text-to-speech to automate the process," says Yves Normandin, President of Nu Echo. "This application is the result of over two years of R&D. Its strengths include the ability to recognize, with very high accuracy, the myriad of formulations naturally used by different people when speaking an address."

"The Change of Address solution is a perfect example of how businesses can deal with recurring spikes in call volume," stated Pierre Lemoine, Sales Director at BCE Elix. "It shows that automation is a plausible response that provides many cost-reduction benefits and reduces the logistical headaches caused by peak or seasonal demands."

About BCE Elix

BCE Elix is a Bell Canada company focusing exclusively on contact centre solutions. As a leading provider in North America, BCE Elix has one of the largest teams of professionals dedicated to delivering a full suite of innovative and leading-edge products, solutions and expertise in all aspects of contact centre operations. By being 100% focused on delivering contact centre solutions that drive business results, BCE Elix has become a trusted advisor to its customers. BCE Elix is another example of how Bell Canada is committed to providing end-to-end solutions that help enterprises be successful in meeting their business objectives. www.bceelix.com

About Nu Echo

Nu Echo develops the highest performance speech enabled applications in the industry. Building upon over a decade of experience in speech applications development and a full suite of application development, tuning, and testing tools, Nu Echo is uniquely equipped to deliver applications that simply work better.

The company provides a full range of professional services, including turnkey custom development, application tuning and testing, strategic, and technical consulting, and training. Nu Echo also provides packaged VoiceXML applications that can be tailored to each customer's requirements. www.nuecho.com

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