speechvantage and Day-Timers Introduce Speech-Enabled Call Center Solution
HORSHAM, PA - speechvantage Inc., an open systems packaged and custom speech applications and services provider, and Day-Timers, a provider of time management and organizational solutions, announced the measurable success of speechvantage's customer-centric IVR system, a component of Day-Timers' phone-order business. Since its deployment in 2001, more than one million customer calls have been handled by the IVR. speechvantage developed the customized solution with the goal of enhancing Day-Timers' customer service by automating its order-taking system that is available 24 hours a day, seven days a week. With voice activated IVR, the majority of all incoming calls are answered in less than five seconds, resulting in total order time taking slightly more than three minutes. Customers still have the option of speaking with a live call representative and enjoy an enhanced caller experience, while Day-Timers experiences improved telephony and labor efficiencies within the contact center. "Because of the tremendous impact the speech enabled IVR system has made on our business, we have strengthened our commitment to using speech recognition technology by deploying a new phase of the application -- an order status feature," said Steve Addy of Day-Timers. "This easy-to-use feature allows busy customers to check the status of their order and access tracking information anytime, anywhere." Implementing speechvantage's new order tracking feature further bolsters Day-Timers' ability to handle more than one million phone calls a year, especially during the hectic winter months. In addition, the IVR system delivers over 97 percent accuracy, a feature that is of paramount importance to Day-Timers' time-sensitive, customer-focused businesses. Chetan Patel, chief executive officer of speechvantage, said, "Voice recognition technology creates a first-rate customer experience, enabling callers to access critical information quickly and easily. The fact that our IVR solution successfully handled one million calls proves that speech solutions are an optimal customer interface that can meet even the toughest business challenges."