Boots UK, UK’s health and beauty retailer, has selected the Intervoice (News
) Voice Portal (IVP) to provide a natural speech self-service solution for its Advantage loyalty card, which has more than 15 million active card holders in the UK and Republic of Ireland.
The order was received during the Company’s fiscal quarter that ended on February 29, 2008 and was included in the solutions backlog previously reported for the quarter.
IVP, based on Intervoice’s open standards software platform, enables the creation and execution of call control, speech and multimodal applications all based on a flexible architecture to ensure optimal scalability.
Intervoice Voice Portal also allows customers to develop voice and speech applications, while providing multimodal solutions for simultaneous voice and data interaction. These next-generation capabilities allow enterprises to give their customers the highest levels of personalized self-service with their preferred channel of interaction.
“The Advantage Card is already a top loyalty card in the UK and the Republic of Ireland, and we want to further develop how we care for our customers. With our investment in Intervoice, we are adding wider choice and flexibility to Boots customers calling into our central Nottingham contact centre,” said Graham Hardy, head of customer care, Boots UK.
Intervoice was chosen as a result of its ability to deliver an integrated self-service for the live assistance contact center suite to both new and existing customers.
“Like Boots, we recognize that flexibility and a choice of interaction method are important to customers,” said Frank Sherlock, senior vice president and managing director, International, Intervoice.
“Intervoice was able to create a positive user experience resulting in enhanced customer service and increased agent productivity – and we were the only vendor offering a complete solution coupled with in-house services enabling Boots to deliver a superior customer experience.”