iVoice Completes Second IVR System for Shelby County Tennessee
MATAWAN, N.J. -- iVoice, Inc. (OTC Bulletin Board: IVOC), a provider of speech recognition technology, announced the successful installation of a second Interactive Voice Response System for the General Sessions Court of Shelby County Tennessee. "The driving factors for our IVR systems were customer service and staff considerations," said Steve Stamson, administrator for the General Sessions Court of Shelby County. "We wanted to provide the best customer service, and people were complaining about the delays or that they weren't able to get through. And even with a staff of 60, we couldn't keep up with all the calls. "Instead of having four people answer the phone at peak times, the switchboard is now a one-person operation. We haven't reduced our staff, but we have been able to redirect them to other areas of the office and accomplish more. Now, the operator gets only a small number of calls and the system handles the rest." The General Sessions, Civil Division handles over 75,000 civil lawsuits a year, receiving hundreds of phone calls each day. The new Civil Division IVR will allow the Clerk's Office to provide a broad range of court information 24 hours a day to lawyers and citizens using the court. Previously, you could only obtain information during normal business hours. The new IVR will let callers find out how much it cost to file cases, when cases are set, what the outcome of cases is and how much money is due or payable on a case. "Shelby County's realization of the clear advantages to using iVoice computerized telephony to improve office productivity and increase customer satisfaction is testimony to the kinds of projects we like to take on." Said Jerry Mahoney of iVoice. "Using iVoice IVR to automate customer information retrieval is something all organizations should consider. It doesn't cost, it pays!" Information for this story was gathered from iVoice.