Omvia Voice Framework from Intervoice Leveraged by Wells Fargo
The credit card division of Wells Fargo completed its deployment of speech recognition technology within the Intervoice Omvia Voice Framework to help credit-card customers check balances and make payments. The speech-enabled IVR system is improving the Wells Fargo customer experience while attaining cost reductions.
Wells Fargo Card Service, in conjunction with Intervoice and Nuance, decided to automate its voice systems from Intervoice housed within call centers in Hillsboro, Ore., and Des Moines, Iowa, to create an easier, more user-friendly IVR with increased self-service options. The speech-enabled system includes a trustworthy and conservative Wells Fargo voice persona, known as "Reed Johnston," to align with the bank's corporate image. The new speech-enabled IVR is allowing Wells Fargo's customers to have a better service experience and enjoy many new selfservice options. An extensive pilot run during the first half of 2003, proved the ROI as a result of more customers using self-service to get account information, make payments and change their address.
"Wells Fargo has relied on Intervoice and their acquired expertise in the voice industry for well over a decade to meet our business and customer goals," said Tom La Centra, director and vice-president of customer service, Wells Fargo Card Services. "Our speech-enabled system from Intervoice places customers at ease with the new technology while we benefit from decreased costs. Usability testing was critical in ensuring that customers would use the automated system and has been successful thus far. We will continue to use customer feedback to further improve the customer experience while increasing the functionality and usability of our automated system." "
Our longstanding relationship with Wells Fargo exemplifies the service and efficiency benefits that a speech-enabled solution can bring to an ever-changing business environment," said Bob Ritchey, president of Intervoice. "Intervoice offers a voice solution that integrates with current infrastructures, remains flexible and scaleable, uses open industry software standards and is hardware agnostic. In working with Wells Fargo, our technology has evolved to suit their needs now and in the future."