SOURCE: VoiceObjects

October 18, 2007 03:00 ET

Versatel Calls on VoiceObjects for Customer Care Self-Service Phone Portal

Manages Significant Customer Growth With Increase in Self-Service Automation

BONN, GERMANY--(Marketwire - October 18, 2007) - VOICE Days 2007 -- Today at VOICE Days 2007, VoiceObjects, the leading provider of adaptive self-service phone portals, announced that Versatel selected VoiceObjects to power its new customer care self-service phone portal. Versatel, one of Germany's largest telecommunications providers, now uses VoiceObjects' award-winning phone application server software suite to automate and manage a broad range of customer service and support requests. The new, automated self service portal supports Versatel handling significant customer growth. Despite the increase in customers, Versatel's live agent support costs have remained flat as more customers access the self-service phone portal and self-service automation rates continue to improve.

Versatel serves more than 600,000 residential customers throughout Germany. The company outsources its customer support, which is managed by approximately 400 live agents in four call centers. One of Versatel's chief customer service goals was to leverage the VoiceObjects-driven self-service phone portal to identify and anticipate customers' service and support requests and improve the caller experience.

Tight Integration with CRM and Knowledge Management Systems

Through its tight integration with Versatel's customer relationship management and knowledge management systems, VoiceObjects provided the technology platform to anticipate service and support requests based on real-time and historic customer data. Today, depending on profiles and usage patterns, customers are first guided through a customized, touch-tone dialog, prompting delivery of the latest service information, for example, in the event of a network failure in their area, only affected callers hear the acknowledgement prompt of a network failure. These customers are also given the option of receiving an SMS message notifying them when the network is back up, further reducing call volumes.

VoiceObjects Infostore, the system's logging database, stores in real-time all of the information the customer has already provided through the self-service portal, and is tightly integrated with Versatel's knowledge management system. When a customer is transferred from the self-service portal to a live agent for additional support, all of the relevant information is transferred via VoiceObjects Infostore. With the customer query information automatically loaded, the live agent can then obtain one-click access to the knowledge management system to quickly solve a customer's issue. Agents spend less time and fewer steps navigating through the knowledge management system.

Analyzing Caller Behaviors Improve Customer Experience

By capturing customers' self-service phone portal activity in VoiceObjects Infostore, and using VoiceObjects Analyzer to reveal user behavior, Versatel receives rich data to analyze customer call patterns and measure the effectiveness of their self-service applications. By monitoring and measuring caller behavior, Versatel can easily identify problematic dialogs that cause caller drop-outs or confusion, and continuously improve the customer interaction within the self-service portal.

"With VoiceObjects we were able to handle our increase in customers over the last year through an automated, yet highly personalized self-service experience while our live agent support costs remained flat," said Dr. Greg Kiss, CRM director, residentials, Versatel AG. "We realized a return on investment with VoiceObjects in less than a year. VoiceObjects Infostore and Analyzer provided the insight to help us better understand our customers' service experience and, ultimately, improve the caller experience," adds André Schmitz, project manager, Versatel AG.

"In competitive markets such as telecommunications with high customer churn rates and tight margins, operators like Versatel are challenged to deliver exceptional customer service and reduce live agent support costs," said Beatriz Infante, chief executive officer, VoiceObjects. "Versatel and VoiceObjects have demonstrated how excellent, yet cost-effective customer service can be realized by combining live agent support systems with an intelligent, data-driven self-service phone portal that leverages a company's CRM and knowledge management resources."

About VoiceObjects

VoiceObjects is redefining over-the-phone customer service for global enterprises and carriers. By delivering adaptive, cost-effective self-service phone portals, VoiceObjects enables organizations to personalize each caller's experience, to integrate phone self-service into comprehensive customer experience strategies, and to manage the complexity of the world's most sophisticated phone applications. VoiceObjects' award-winning phone application server software is used by leading companies, including Adobe, T-Mobile, and Volkswagen Financial Services and provides personalized customer service experiences to more than 500 million callers each year. VoiceObjects is privately held and headquartered in San Mateo, Calif. For more information, please contact (650) 288-0299 or visit

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