Vodafone Ireland Selects VoiceObjects As Strategic For Key Customer Care Initiative

Published 11th March 2008

Vodafone Ireland has reduced phone self-service development and maintenance costs by up to 75 per cent, thanks to technology from VoiceObjects...

The leading provider of self-service phone portals was chosen following increased savings and improved over-the-phone customer service at Vodafone. As the company looks to mirror the self-service customer experience on the Web, the over-the-phone technology routinely handles an average of 80,000 calls per month and during the month-long 2007 Rugby World Cup tournament, 240,000 calls were handled by the system.

Consumer and business customers will be able to perform a variety of tasks such as retrieve account information, check handset upgrade eligibility and add minutes to pre-paid calling plans.

Proven success with other telco providers and flexible support for different Interactive Voice Response (IVR) systems proved key decision factors in the deal. Analytical capabilities of the technology and web services allowed for easy integration into back-end applications which reduced implementation times and costs.

“Prior to implementing VoiceObjects, we had very limited control over our IVR applications, little insight into customer usage patterns and application changes requests were time consuming and extremely expensive,” said Mervyn Neary, Care Experience manager, Vodafone Ireland. “VoiceObjects phone application server allows us to personalise our IVR system, giving our customers a better user experience and engaging them in cross-sell and upsell opportunities.”
VoiceObjects’ caller personalisation capabilities enable Vodafone Ireland to make changes to its phone applications for one or more of the carrier’s 20 distinct customer segments. A call centre team leader can now make tactical application changes in real-time in a matter of minutes. Businesses administrators can deactivate a service or add new tariffs and test these for a particular customer area.