Speech technologies provider, Intervoice (News
) Inc. has announced a major U.S. wireless telecommunications company, who requested anonymity due to competitive issues, has contracted with Intervoice for their speech-enabled self service offering for wireless subscribers.
As per the contract, estimated to be worth $5.2 million, Intervoice will replace the customers existing pre-paid self-service platform, originally acquired from a competing vendor.
"This wireless carrier is focused on delivering a consistent, award-winning customer experience across all channels. For the carrier to accomplish its goal, having a standard self-service capability across all channels is vital," commented Andrea Holko, Senior Vice President, Global Consulting Services, Intervoice in a statement to the press.
With Intervoice's self-service offering, the carrier can reduce call transfers, increase call deflections and reduce risk of service outages, as well as offer the wireless carrier with intelligent routing
and improved automation on a self-service call.
"Our collaborative relationship with this carrier allows us to bring together our deep expertise in voice user interface (VUI) design with the carrier's depth of customer knowledge to deliver an unmatched level of excellence in application design and a dramatically improved experience for their subscribers," also commented Holko.
Just last week, Intervoice announced
it signed deals with three customers, which included Intervoice's expanded multi-channel contact center suite. The new deals were noted as being, "a direct result of Intervoice's ability to deliver an integrated self-service to live assistance contact center suite to new and existing customers."