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- Convergys Case Study: American Savings Bank
- Serving the islands since 1925, the American Savings Bank is now Hawaii's third-largest financial institution, providing full-service consumer and commercial banking through 68 branches and nearly 170 automated teller machines. The Bank looked hard for a system that would be easy to use, that reflected the local Hawaiian culture, and...
- Tags: Bank, Intervoice, Convergys Corp., Interactive Voice Response (IVR), Financial Services, Banking
- Case studies 2008-10-31
- Fast Deployment, Customer Adoption Make Prepaid Service a Success
- Omnitel, Lithuania's largest mobile operator wanted to offer SMS to its prepaid customers, conscious of its rising popularity. However, Omnitel was also aware of the problems that some operators had in running separate SMS and voice prepaid systems. Therefore, a key critera for the prepaid system was that it could...
- Tags: Intervoice, SMS, Text Messaging/SMS/MMS, Telephony, Cellular Phones, Consumer Electronics, Personal Technology, Online Communications, Networking
- Case studies 2008-10-17
- Intervoice Voice Portal Solution Delivers Substantial Win-as-You-Go Gains for Litton Loan Servicing
- Houston-based Litton Loan Servicing LP is a leading mortgage servicing company specializing in loss mitigation and default management for residential loans. The company wanted to increase scalability and call efficiency, drive more self-service automation to reduce live agent interaction yet deliver consistent, high-touch customer service. The challenge was to enhance...
- Tags: Voice, Intervoice, Portals, Real Estate, Web Technology, Mortgages, Internet, Business Operations, Finance, Capital Structures
- Case studies 2007-12-04
- Rapid and Seamless Migration Path Helps Meet Evolving Customer Expectations
- Telestet's legacy voicemail platform has provided a service to its subscribers since the operator's launch in 1992. After reviewing the market for voicemail solutions, Telestet decided that the supplier of any future voicemail platform must directly manage the system and be open to evolving the look and feel of the...
- Tags: Intervoice, Telestet, Instant Messaging, Groupware, Fax, Internet, Online Communications, Enterprise Software, Software
- Case studies 2007-10-16
- Speech-Enabled Service Shows Quick Return on Investment, High Customer Satisfaction
- Manulife's touch-tone-based Interactive Voice Response IVR system gave participants an automated way to obtain balances, transfer funds or track the performance of their pension savings accounts over the telephone. Negotiating the IVR menu, however, was a time-consuming process. To make it easier for the participants to transfer funds, in December...
- Tags: Intervoice, ROI, Customer Satisfaction, Manulife, Intervoice Speech, Interactive Voice Response (IVR), Speech Recognition, Roi/Tco, Emerging Technologies, Finance, Managerial Accounting
- Case studies 2007-10-16
- Leveraging the Power of Voice by Automating Customer Service
- The primary objective of a successful telecom that offers voice and data services in North America and parts of Europe was to gain a comprehensive understanding of its wireless subscribers, to know how its customers buy and use its products, make inquiries, and deal with product-related issues. Intervoice was selected...
- Tags: Customer Service, Voice, Intervoice, Telecommunications, Wi-Fi, Wireless
- Case studies 2007-10-16
- Interactive Solution Combines Voice Response With Data Processing
- Vodafone D2 operates one of the world's largest GSM networks. It has over 7,000 employees servicing over 22 million subscribers - representing nearly 40% of the German mobile market. With fierce competition to win over subscribers, Vodafone D2 realised that, as the market matured, offering the best product lines would...
- Tags: Vodafone Group Plc., Intervoice, Data-processing, Vodafone D2
- Case studies 2007-10-15
- Speech-Enabled Multimedia Solution Provides Wide Range of Enhanced Customer Services
- The advances in speech recognition technology have meant that speech applications have progressed far beyond the clunky, unreliable and frustratingly unfriendly systems of the past. In a rapidly maturing German marketplace that grew by more than 60% during 2000 to over 56 million mobile subscribers, E-Plus realised that it could...
- Tags: Multimedia, Customer Service, Intervoice, Speech Recognition, Product Marketing, Emerging Technologies, Marketing
- Case studies 2007-10-15
- Voter Alert Line Provides NBC News With Groundbreaking Solution for 2004 Election Coverage
- The 2000 U.S. presidential election was marked by controversies, recounts and allegations of voting irregularities. Responding to those events, and to the dramatic increase in voter registration for the 2004 presidential race, NBC News did something no other news organization had ever attempted. But to meet the unique demands of...
- Tags: Intervoice, NBC Universal Inc.
- Case studies 2007-10-12
- Prepaid, Self-Service Application Helps Increase Profitability While Enhancing the Customer Experience
- Rogers AT&T Wireless needed technology that was reliable and capable of handling mass volumes to quickly result in efficiencies and cost savings for its prepaid offering. Additionally, the geographic diversity of the Rogers Wireless network across Canada and language-sensitive requirements, were factored into the decision-making process. Rogers AT&T Wireless implemented...
- Tags: Voice Recognition, Intervoice, AT&T Wireless, Customer Experience, Telephony, Telecommunications, Networking
- Case studies 2007-10-12
- Leading Credit Card Provider Handles 78 Percent of Calls With Automated Voice Self-Service System
- PREMIER Bankcard is one of the nation's leading credit card providers to the under served, yet credit-worthy, market. The company wanted to increase call automation, improve customer satisfaction and reduce operational costs. PREMIER Bankcard deployed Intervoice voice automation system for its flexible, scalable solution Using Intervoice's highly flexible and scalable...
- Tags: Credit Card, Intervoice, Sales Channel, Financial Services, Sales
- Case studies 2007-10-12
- Voice Self-Service Usage More Than Doubles Within First Month of Adding New Services
- ABN AMRO Mortgage Group now CitiMortgage wanted to implement a system that would automatically remember call interaction details and could eliminate simple or redundant tasks, such as re-entering basic information each time a customer called. The automation and improved operational effectiveness add another layer of benefit to companies looking for...
- Tags: Intervoice, Benefits, Human Resources
- Case studies 2007-10-10
- Voice-Enabled, Gift Card Solution Saves Money and Increases Customer Satisfaction
- Just as classic, high-quality merchandise has been Talbots' trademark for more than 50 years, so has its commitment to outstanding customer service. In the past Talbots gift certificates were printed on paper and any balance required a new smaller denomination certificate to be created. New plastic gift cards would have...
- Tags: Gift Card, Intervoice, Customer Satisfaction, Product Marketing, Marketing
- Case studies 2007-10-09
- Intervoice Gives Alaska Communications Systems the Flexibility to Move Fast
- When Alaska Communications Systems Group, Inc. ("ACS") was formed in May 1999, it was an amalgam of telecommunications and other companies providing a variety of services. Since then, ACS has continued to expand its services and coverage area through acquisitions and development of end-to-end communications solutions for their customers. The...
- Tags: Intervoice, Mergers & Acquisitions, Telephony, Quality, Corporate Law, Telecom & Utilities, Telecommunications, Investment, Finance, Networking, Business Operations
- Case studies 2007-10-09
- EchoStar Dishes Out Speech Self-Service
- EchoStar Communications Corporation, also known as DISH Network, is the fastest-growing U.S. provider of advanced digital television services over the past five years. The company wanted to deliver world-class customer service and increase automation and reduce agent talk time. The challenge was to use speech self-service to reinforce company brand...
- Tags: Intervoice, EchoStar Communications Corp., TVs, Tv & Home Theater, Personal Technology, Home Entertainment
- Case studies 2007-10-08
- Energy Company Leverages Service Capabilities of Automated Voice Technology
- Idaho Power, a leading energy provider for nearly half a million customers in southern Idaho and eastern Oregon, generates power primarily from hydroelectric dams and thermal sources. The company needed an automated system as quickly as possible so that customers could help themselves and Customer Service Representatives CSRs could directly...
- Tags: Intervoice, Operational Accounting, Finance
- Case studies 2007-10-08
- Speech-Enabled Platform Helps Reduce Costs and Improves Customer Service
- The Michigan Department of Treasury had been using a traditional Interactive Voice Response IVR system from Intervoice that was a dependable "Workhorse" for handling more than 1.3 million calls per year. The Department wanted to increase customer service capabilities of the existing automated system, reduce call duration and use customer...
- Tags: Customer Service, Intervoice, Product Marketing, Customer Relationship Management (CRM), Interactive Voice Response (IVR), Marketing, Enterprise Software, Software
- Case studies 2007-10-08
- Service and ROI Drive Chip Manufacturer's Commitment to Voice
- Freescale Semiconductor Inc. wanted to replace a self-service voice automation solution phone directory as it spun off from its parent company, Motorola Inc. The new solution needed to maintain continuity and cost savings; however, the old voice automation system functioned narrowly and was suited only to delivering directory information. Freescale...
- Tags: Freescale Semiconductor Inc., Voice, Intervoice, ROI, Microsoft Corp., Chip, Interactive Voice Response (IVR), Roi/Tco, Finance, Managerial Accounting
- Case studies 2007-10-08
- Intervoice Automated Speech Recognition System With Technology From SpeechWorks
- Canadian Imperial Bank of Commerce, the third largest bank in Canada and one of the largest banks in North America, was highly successful in its use of a touchtone Interactive Voice Response IVR system to provide banking and brokerage customers with account information, stock details and transaction capabilities. To address...
- Tags: Intervoice, Speech Recognition, Interactive Voice Response (IVR), Emerging Technologies
- Case studies 2007-10-03
- Humana Military Healthcare Services Armed With Intervoice
- Humana Military Healthcare Services was founded in 1993 to focus on military healthcare initiatives. As Humana Military enjoyed rapid growth and won new government contracts in recent years, the company needed to scale to meet the needs of additional beneficiaries - including military families, as well as doctors and healthcare...
- Tags: Intervoice, Humana Inc., Health Care, Vertical Industries, Benefits, Healthcare, Enterprise Software, Software, Human Resources
- Case studies 2007-08-23
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