Deutsche Telekom Select VoiceObjects
SAN MATEO, Calif. - Deutsche Telekom's broadband and fixed network business unit, T-Com, has deployed an 800-port voice portal for T-Com customers. The voice portal was deployed on Voice Web Portal, the T-Com managed services environment that is powered by VoiceObjects' VoiceObjects Server. The voice portal routes customer calls to call center agents and provides other customer service functions, such as DSL availability screening. Currently, T-Com's voice portal serves up to 200,000 calls per day, and efforts are underway to expand the system to serve as many as 1,500 concurrent calls and up to 300,000 calls per day.
VoiceObjects enables T-Com to create, test, and deploy phone applications. VoiceObjects' phone application execution environment enables T-Com's phone applications to be administered, analyzed, and optimized. VoiceObjects Server also provides T-Com with server cluster management, load balancing, guaranteed availability, and similar functionality.
T-Com also used VoiceObjects' Analyzer's drill-down analytics to improve the voice portal's call flows.
Since its deployment, the voice portal has routed 95 percent of incoming customer calls to the appropriate agent on the first try. Also, the number of prank calls has decreased by approximately 75 percent. Finally, VoiceObjects' productized media platform drivers have enabled T-Com to leverage its existing Genesys CTI and call routing software and its Nuance ASR software.