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July 19, 2006
Intervoice Improves Customer Service for Credit Card Provider
By Stefania Viscusi, TMCnet Assistant Editor
Seeking to better serve their 3.1 million customers nationwide and reduce costs, credit card provider PREMIER Bankcard has chosen speech technologies from Intervoice for enhanced voice automation for their customer service callers.
Using Intervoice's ( News - Alert) voice automation system along with computer telephony integration from Primas Group, PREMIER customers can quickly and easily perform transactions and access services from over the phone.
Using the Inrevoice Media Exchange Platform provides automation of a defined set of transactions via touchtone and offers customers an array of automated services for balance, transaction, payment and application requests.
According to a recent news release, PREMIER has realized an increase in the number of calls it could handle without live agents from 200,000 to 4 million over the eight years since it first utilized voice automation from Intervoice. It has also upgraded its number of ports from 108 to 468. Additionally, the release noted that 78 percent of their calls are now automated versus 45 percent five years ago.
"Intervoice's flexible and scalable platform has allowed us to easily adapt our voice system to our changing business needs and, most importantly, enhance our customer's experience," commented Kathy Hess Williams, managing officer of telecommunications for PREMIER in a statement to the press.
"Intervoice has invested years of quality research and development into our market-leading voice systems with the intent of working with enterprises like PREMIER to provide their customers with an unsurpassed customer service experience. This provides companies like PREMIER an edge over the competition" also commented Bob Ritchey, president and CEO of Intervoice.
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