BeVocal Launches "The ARC Approach"
BeVocal unveiled The ARC Approach, a voice solution delivery model. ARC, which stands for Aligned Incentives, Results Guaranteed and Continuous Improvement, enables customers to determine key performance metrics and goals and to receive tuning cycles.
"Since adopting BeVocal's voice automation solution, Liberty has reduced live agent calls per subscriber by more than 60%, and has exceeded industry benchmarks for self-service automation," said George Wolfand, senior vice president of operations, Liberty Wireless. "BeVocal worked with us from day one to improve our customer care automation rates. We look forward to working with BeVocal to continuously reduce our cost per subscriber and improve the customer experience within Liberty."
"BeVocal's intensive pay-per-performance approach is a tangible performance-motivator for both BeVocal and its customers," said Daniel Hong, voice business analyst at Datamonitor. "This model provides for the continuous design and performance optimization of speech applications, in doing so BeVocal's customers can dramatically improve call deflection rates and customer service without heavy upfront investment. Both enterprise and service provider companies are certain to find this approach an attractive alternative to the popular customer premise-based (CPE) model found today."