October 11, 2012 03:00 ET

JD Williams Selects Voxeo Technology for Advanced Retail Self-Service Portal

COLOGNE, GERMANY and SALTAIRE, UNITED KINGDOM--(Marketwire - Oct 11, 2012) - Voxeo, the leading provider of Unlocked Communications™, today announced that JD Williams, the largest home shopping retailer in the United Kingdom with millions of customers at home and overseas, has selected and deployed Voxeo's Prophecy and VoiceObjects technologies to replace its legacy and proprietary customer portal.

JD Williams was looking for an advanced solution that would allow it to provide a better customer experience, to evolve that experience in line with changing customer demands and improve the overall efficiency with which it could deploy speech applications. JD Williams selected Voxeo because of its scalable, easy-to-use and flexible technology. Voxeo was also able to meet JD Williams' key requirement for deep analytics capability to support business growth while improving key performance indicators, automation and IVR containment rates.

Voxeo's implementation partner for this project is ICR Speech Solutions & Services, a highly experienced, certified Voxeo partner based in the UK. ICR has provided the expertise and best practice experience that will enable JD Williams to maximize its return on investment.

"The combination of Voxeo's state-of-the-art technologies with ICR's expertise in implementing self-service solutions, has delivered a world-class solution for JD Williams," comments Andrew Bentley, owner of ICR Speech Solutions & Services. "The project was divided into several phases, each with tight deadlines. During each phase ICR and Voxeo exceeded all of JD Williams' expectations and success metrics."

Voxeo and ICR's solution for JD Williams includes VoiceObjects Analyzer, the analytics and reporting framework from Voxeo that delivers regular reporting on self-service task completion rates. Using VoiceObjects Analyzer, JD Williams is able to continuously measure and optimize the customer experience it delivers and the speech recognition performance it achieves.

The solution also includes applications to support customer account information, identification and verification (ID&V), payment applications, parcel collection and delivery status, in addition to intelligent routing to provide a consistent customer experience across all applications. It manages, for example, over two million payment calls per year, of which more than 73 percent can be handled directly in the portal.

"Automated customer self-service portals are very well established in today's world," comments Paul Thomas, vice president of sales EMEA at Voxeo. "With the solution provided by Voxeo and ICR, JD Williams can provide customers with an up-to-date and convenient experience while ensuring the company's future growth and expansion into multi-channel portal design. It will allow JD Williams to introduce highly personalized automated services quickly and to achieve significant cost savings by reducing calls to its contact center agents.

About Voxeo
Voxeo unlocks communications. We loathe the locks that make voice, SMS, instant messaging, Twitter, web chat, mobile web, unified communications and self-service applications difficult to create, manage, analyze, optimize and afford. Every day we work to unlock the neglected value of these communications solutions with open standards, disruptive innovation and a passion for problem solving -- fueled by a company-wide obsession with customer success. We do so for more than 250,000 developers, 45,000 companies and half of the Fortune 100 from our headquarters in Orlando, Beijing, Cologne, and London. Visit us or join our conversations on the web at,, or

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