Telecom New Zealand Deploys TuVox Call Routing Application

By Anuradha Shukla

TMCnet Contributing Editor

 

TuVox, a provider of On Demand speech applications, announced Monday that Telecom New Zealand has completed a sophisticated deployment of natural language call routing.

 

TuVox Perfect Router works as a frontline customer service tool for Telecom’s seven major lines of business handling over 24 million calls each year.

 

Utilizing the TuVox Perfect Router conversational speech application combined with the Genesys (News - Alert) Voice Platform (GVP) software-based IVR and intelligent skills-based routing, the solution consolidates dozens of customer service numbers to deliver a consistent caller experience.

 

Customers speak naturally to the Perfect Router application system, which immediately handles their inquiry by routing them to one of 35 TuVox voice self-service modules or to the appropriate agent with the right expertise.

 

Telecom’s natural language call routing application has increased customer self-service by 20 percent in its first month of production. The application has reportedly increased customer satisfaction threefold compared to the original touch-tone routing system.

 

Hamish Stewart, manager of Channel Strategy at Telecom New Zealand said that the TuVox Perfect Router application has exceeded their expectations and the level of engagement of their frontline reps is the key to this success.

 

Stewart said that their frontline reps have become advocates because it really helps them serve the customer. As a result they have received great feedback from their customers who recognize the benefits of the accurate call routing as well as the self-service modules, including sophisticated technical support.

 

Telecom New Zealand was able to deploy this sophisticated speech solution leveraging their existing Genesys investment.

 

TuVox speech application, combined with skills-based routing and screen-pop from Genesys, provide agents with detailed customer interaction information when calls are transferred to an agent. This has improved the efficiency of Telecom’s customer service agents.

 

In future, Telecom plans to expand the TuVox solution to deliver additional customer self-service capabilities.

 

“We are excited about the successful deployment of the TuVox Perfect Router application at Telecom New Zealand and the dramatic increase in customer satisfaction they are achieving as a result of the self-service and call routing accuracy,” said Larry Miller, president and CEO of TuVox in a press release.

 

“TuVox is proud to be a partner with Telecom in delivering world class customer service to its customers,” he concluded.

 

The Telecom Group is New Zealand's largest company and principal telecommunications and ICT services provider. Telecom provides fixed-line phone, mobile and Internet data services and owns AAPT, Australia's third largest telecom carrier.

 

TuVox is a provider of On Demand speech applications, empowering companies to deliver superior caller experience through the voice channel.