SpeechStorm (News - Alert), a phone-based and mobile customer service provider has teamed up with Genesys and NextiraOne (News - Alert) to implement a flexible Interactive Voice Response (IVR) solution for bpost (Belgian Post Group) at their Centre Monnaie HQ in Brussels.

The IVR implementation of SpeechStorm has been rebranded by Genesys (News - Alert) as “Conversation Manager Applications, powered by SpeechStorm.”

It was integrated into NextiraOne's contact center infrastructure, and ultimately looks to speed up bposts’ ability to respond to changing business needs, as well as to efficiently guide customers more through their inbound contact-center. It does so by routing callers to the right place. 

It took six weeks to fully implement the IVR, which went live at the start of February.

The SpeechStorm application replaced a less flexible IVR system that required what was deemed to be a technically complex, time consuming and costly “change” process that made it less viable for adaptation. The new application is less complicated, making it more convenient for corporate users to adapt the IVR system themselves without involving IT departments and other outside sources that could rack up a bill.

Jan Smets, the director of marketing and customer service at bpost, suggests that the need for a flexible IVR solution was necessary for the company to move forward with customer demands.

“We want a smart tool to further develop intelligent call steering and self-service functionality, providing a customer experience that we could fully understand, and manage,” Smets said.

Smets adds that SpeechStorm, Genesys and NextiraOne surpassed bpost's expectations.

“We now have business users building personalized customer service applications and pitching those into other parts of the business in rapid time. Less restricted by technology and process, we can now start to think differently about real-time personalization and improvement to customer interactions.”

bpost provides a variety of services across postal and financial services. Its new IVR offering will be experienced by the company’s residential customers and those of bpost bank.