Tuition Management Systems Selects VoiceGenie and Nuasis
LAS VEGAS - Tuition Management Systems (TMS) selected the combined VoiceGenie IVR and Nuasis IP contact center application.
"The combined VoiceGenie and Nuasis solution resulted in tremendous improvements in our CRM strategy," said Keith Roberts, director of IT, Tuition Management Systems. "Today, approximately 25 percent of all TMS callers are successfully using the integrated self-service for routine inquiries and payment processing."
TMS is a provider of tuition payment solutions, covering more than 250,000 clients and 700 colleges, universities and private school partners throughout the United States.
Roberts went on to explain that, "Recent results show that 65 percent of all TMS callers taking advantage of the automated system are actually remaining within the application until the transaction is completed. Furthermore, the number of customers who zero out to talk to a live agent has been reduced by 50 percent. Transfers to live agents today are prompted by specific, more complicated requests only, allowing TMS to provide more targeted customer service."
TMS selected the Nuasis NuContact Center as its IP contact center solution to handle all methods of customer communication regardless of how the customer chooses to contact the company - voice, email, or Web. By integrating VoiceGenie's VoiceXML-based IVR platform with their VoIP-based infrastructure, TMS not only included voice access to their previously outsourced IVR account information application, but also added a platform that allowed them to develop, implement and manage the extended speech application in-house.