Telecom New Zealand Deploys TuVox Perfect Router Call Routing Application to 2.5 Million Customers
CUPERTINO, Calif. - Telecom New Zealand recently completed a deployment of natural language call routing from TuVox, a provider of On Demand speech applications. TuVox Perfect Router serves as a frontline customer service tool for Telecom's seven major lines of business, successfully handling over 24 million calls per year.
The solution utilizes the TuVox Perfect Router speech application combined with the Genesys Voice Platform (GVP) software-based IVR and skills-based routing. The Perfect Router application greets customers by asking "How can I help you?" Customers speak to the system, which handles their inquiry by routing them to one of 35 TuVox voice self-service modules or to the appropriate agent.
In its first month of production, Telecom's natural language call routing application has increased customer self-service by 20 percent, while increasing customer satisfaction threefold compared to the original touchtone routing system. "The TuVox Perfect Router application has exceeded our expectations at Telecom New Zealand. Key to this success is the level of engagement of our frontline reps. They have become advocates because it really helps them serve the customer. As a consequence we have received great feedback from our customers who recognize the benefits of the accurate call routing as well as the self-service modules, including sophisticated technical support," said Hamish Stewart, manager of channel strategy at Telecom New Zealand. "We were able to deploy this sophisticated speech solution leveraging our existing Genesys investment."
The TuVox speech application, combined with skills-based routing and screen-pop from Genesys, provides agents with detailed customer interaction information when calls are transferred to an agent. Telecom is planning to expand the TuVox solution to deliver additional customer self-service capabilities.