Versay Solutions Releases Versay Survey 1.0
CHICAGO, IL - Versay Solutions, a provider of speech solutions and services, announced the product release and successful deployment of Versay Survey 1.0 for Virginia-based Dominion Energy, a public utility that services gas and electric customers in five eastern states, and processes more than 6 million calls each year. This announcement took place during the International Call Center Management (ICCM) show in Chicago. "We knew that speech has proven successful for many businesses, but we were still unsure of how our customers would feel about using it as a means of self-service," Pam Kemper, director of customer service at Dominion explained. "With Versay's Survey application, we were able to quickly and cost-effectively gather relevant data, directly from our customers, about the impact that speech could have at Dominion." Versay Survey collected 330 complete surveys throughout the six week project duration. At the end of a customer service call, Dominion agents asked randomly selected callers if they would like to participate in the survey. Callers that expressed interest were transferred to Versay Survey, hosted by Versay partner Vail Systems. First, callers were guided through an interactive demonstration of a real speech application. Then, Versay Survey asked callers questions about their experience. With over 84 percent of callers rating the experience as "excellent" or "good", the findings helped Dominion validate the business case for speech. Versay Survey 1.0 leverages speech recognition technology powered by Nuance Communications. "Speech is a powerful alternative to other survey methods because it truly engages the caller, providing a new avenue for companies to gather immediate, accurate, and meaningful marketing and customer service feedback," said Phil Gray, president of Versay. "Instead of placing an outbound call or asking the customer to log into a Web site, companies can now get the information they need in a way that is convenient for both the company and the customer."