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VoiceObjects chosen by European telco to optimise customer service

~ European mobile users set to benefit from a personalised approach to customer service through VoiceObjects’ phone application server ~

November 04, 2008

VoiceObjects has expanded its customer and partner base in Europe, helping telecoms provider Proximus deal with over 50,000 calls per day.

Proximus is the biggest mobile operator in Belgium with over four million customers. The company has selected the phone application server software suite from VoiceObjects to optimise its customer service.

The deployment of VoiceObjects technology has enabled Proximus to reduce development and maintenance costs for its telephone portal and at the same time improve the caller experience for its customers.

The mobile operator needed an automated, personalised self-service solution that would enable individualised customer support along with a low total cost of ownership. A major requirement was multilingualism: as a minimum, the system had to support the languages of German, French and Dutch, as well as English.

For analysis and evaluation of caller data, Proximus deploys VoiceObjects Analyzer, a component of the phone application server software suite. Linked to Proximus’ business intelligence solution, the application supplies detailed information on caller behaviour, system performance and recognition results.

VoiceObjects has also strengthened its worldwide channel partner network after agreeing partnerships with Datapoint, NG-Solution, Materna, UCMS Solutions and CITEC Group. This supports VoiceObjects’ strategy to further expand its worldwide footprint of cross-industry voice offerings for phone self-service environments.

Further information on VoiceObjects can be found at: www.voiceobjects.com.

Executive quote

“Since the VoiceObjects solution has been deployed at Proximus, our call centre staff has worked much more productively. The services implemented disburden our agents enormously, as simple but time-consuming queries are transferred straight to the portal for processing,” explains Philip Vermoens, Manager of the Service Channel Products division at Proximus. “In addition, we were able to make radical cost reductions and reduce the time we had to spend on adapting the system hitherto. Thanks to VoiceObjects, we are now in a position to increase customer retention and at the same time optimise service costs per customer.”

VoiceObjects CTO Michael Codini adds, “Against the background of saturated markets, mobile operators like Proximus must step up their concentration on customer retention. VoiceObjects supplies companies with innovative self-service technologies that provide high-quality interactions that significantly improve the call experience for customers.”

About the company

VoiceObjects is redefining automated phone-based customer service for global 500 enterprises and mobile carriers. By delivering personalized self-service solutions, VoiceObjects enables organizations to enhance each caller experience, integrate phone self-service into comprehensive customer service strategies and manage even the world´s most complex phone self-service applications residing on VoiceXML-based IVR platforms. VoiceObjects is used by leading companies including Adobe, Hershey’s, T-Mobile, Vodafone and Volkswagen Financial Services, providing personalized customer service experiences to more than 500 million callers each year. VoiceObjects is privately held and headquartered in San Mateo, CA. For more information visit www.VoiceObjects.com

Contact details

For further press information and photography please contact LEWIS, the PR agency:
Tel: +44 (0) 161 601 7740
Fax: +44 (0) 161 601 7741
Email: voiceobjects@lewispr.com
Website: www.lewispr.com

Technorati tags: VoiceObjects | Proximus | customer service | mobile |

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VoiceObjects chosen by European telco to optimise customer service

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