VoiceObjects chosen by European telco to optimise customer service

VoiceObjects has expanded its customer and partner base in Europe, helping telecoms provider Proximus deal with over 50,000 calls per day.

Proximus is the biggest mobile operator in Belgium with over four million customers. The company has selected the phone application server software suite from VoiceObjects to optimise its customer service.

The deployment of VoiceObjects technology has enabled Proximus to reduce development and maintenance costs for its telephone portal and at the same time improve the caller experience for its customers.

The mobile operator needed an automated, personalised self service solution that would enable individualised customer support along with a low total cost of ownership. A major requirement was multilingualism: as a minimum, the system had to support the languages of German, French and Dutch, as well as English.

For analysis and evaluation of caller data, Proximus deploys VoiceObjects Analyzer, a component of the phone application server software suite. Linked to Proximus’ business intelligence solution, the application supplies detailed information on caller behaviour, system performance and recognition results.
Philip Vermoens, manager of the service channel products division at Proximus, stated: “Since the VoiceObjects solution has been deployed at Proximus, our call centre staff has worked much more productively. The services implemented disburden our agents enormously, as simple but time-consuming queries are transferred straight to the portal for processing. In addition, we were able to make radical cost reductions and reduce the time we had to spend on adapting the system hitherto. Thanks to VoiceObjects, we are now in a position to increase customer retention and at the same time optimise service costs per customer.”

VoiceObjects CTO Michael Codini added: “Against the background of saturated markets, mobile operators like Proximus must step up their concentration on customer retention. VoiceObjects supplies companies with innovative self service technologies that provide high quality interactions that significantly improve the call experience for customers.”

VoiceObjects has also strengthened its worldwide channel partner network after agreeing partnerships with Datapoint, NG-Solution, Materna, UCMS Solutions and CITEC Group. This supports VoiceObjects’ strategy to further expand its worldwide footprint of cross-industry voice offerings for phone self-service environments.

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