Main News Desk

Swisscom selects VoiceObjects to power customer care voice portal

Switzerland’s leading telco sets new standard for innovative customer care - offering personalised caller experience and lower service costs

November 27, 2007

Swisscom, Switzerland’s leading telecommunications provider, has selected VoiceObjects to power its new customer care voice portal.

VoiceObjects will play an important role in developing, deploying and managing a broad range of speech-enabled applications that will enable Swisscom to offer unprecedented levels of personalisation and significantly improve the caller experience. Once fully deployed, Swisscom´s voice portal will handle an estimated 12 million calls a year from its Internet, fixed-line, mobile and television service customers.

The new voice portal will be deployed using VoiceObjects’ flagship phone application server software, VoiceObjects 7, and Nortel’s Media Processing Server. VoiceObjects 7 will integrate with Swisscom’s existing Nortel infrastructure, protecting Swisscom’s technology investments. Swisscom will also take advantage of VoiceObjects Analyser, a complete service analysis environment, to monitor and analyse system usage and improve call flows, resulting in increased customer satisfaction.

Swisscom’s new speech-enabled applications include service fulfillment, customer support, billing and password reset. Swisscom will offer customers personalised service through individually tailored dialogue flows in the language of their choice -- Swiss German, French, Italian and English. Callers will be pre-qualified and, when necessary, will be routed to the most appropriate live agent to meet their specific needs. Swisscom expects a significant decrease in the number of misled calls and hang-ups, resulting in additional cost savings.

Swisscom also provides customer care voice portal capabilities in its new web-based, modular DTMF and speech-enabled managed contact centre services offering. Swisscom’s managed contact centre service is a flexible, highly scalable, modular contact centre solution enabling Swisscom’s business customers to shorten time-to-market for implementing new customer care services.

Executive quote

"VoiceObjects Server and Analyser is a powerful combination in sophisticated deployments like the one at Swisscom," said Beatriz Infante, chief executive officer, VoiceObjects. "We are privileged to work with both Nortel and Swisscom in support of Swisscom’s best-in-class customer care voice portal objectives. Our customer-centric approach in developing highly personalised customer self-service phone applications is the key to helping Swisscom establish a new generation of access to customer care."

"Helping organisations, such as Swisscom, to make business simpler for their customers is what Nortel is about," said Thomas Marfurt, Switzerland country leader, Nortel. "With more than 111 years of experience in delivering world-class voice applications we know that by helping businesses increase customer satisfaction, we can be instrumental in their long-term success."

Customer quote

"We chose VoiceObjects as a partner to improve and personalise the caller experience and lower our service costs," said Christian Rosenberger, project manager, Swisscom. "Reusable dialogues, per-caller personalisation and sophisticated reporting capabilities were key deciding factors. We chose Nortel as the lead contractor for this project based on our long history and excellent experience with Nortel Global Services. The new solution will enable us to deliver on our promise of establishing the best customer care voice portal in Switzerland."

About the company

VoiceObjects is redefining over-the-phone customer service for global enterprises and carriers. By delivering adaptive, cost-effective self-service phone portals, VoiceObjects enables organisations to personalise each caller’s experience, to integrate phone self-service into comprehensive customer experience strategies, and to manage the complexity of the world’s most sophisticated phone applications.

VoiceObjects’ award-winning phone application server software is used by leading companies, including Adobe, T-Mobile, and Volkswagen Financial Services and provides personalised customer service experiences to more than 500 million callers each year. VoiceObjects is privately held and headquartered in San Mateo, Calif. For more information, please contact (650) 288-0299 or visit www.voiceobjects.com .

Contact details

For further press information and photography please contact:
Jade Wilkinson at LEWIS, the PR agency
Tel: +44 (0) 161 601 7745
Email: voiceobjects@lewispr.com
Website: www.lewispr.com

Technorati tags: Voiceobjects | Swisscom | telecommunications |

Bookmarklets:

Recent Press Releases

2010 Archive

2009 Archive

2008 Archive

2007 Archive

Jump to: