Frederick's of Hollywood Implements Voxify Automated Agents

By Susan J. Campbell

TMCnet Contributing Editor

 

On your latest trip to the shopping mall, you happen into intimate apparel retailer Frederick’s of Hollywood and decide that it’s time to purchase a little something to help spice things up at home. If you are of the female persuasion, you may have picked something to wear; if you favor the masculine side, perhaps it was something to be worn.

Either way, you made your selection quickly, purchased it while avoiding eye contact with the sales clerk and peeked out the door to ensure no one you recognize would notice you coming out of the intimate apparel store. When you arrive home, you have a question as to how exactly this piece should be worn, as you were too embarrassed to ask in the store. Now what?

Fortunately, Frederick’s of Hollywood has elected to use Voxify technology for its inbound marketing and customer service call center operations. What does this mean for you, the consumer? To have your questioned answered about the item recently purchased, you can call the company and speak with an automated agent that has the conversational skills to handle advanced customer service calls.



As funny as it sounds, it is much more comfortable for an individual to talk to a computer application than an individual when it comes to matters of intimate apparel. Frederick’s of Hollywood seems to understand how this automated service can benefit their customers, as well as the company’s bottom line.

Frederick’s of Hollywood operates about 150 women’s intimate apparel retail stores in the US, which are supported by a mail-order catalog and online shopping business. The company is known for being the first to introduce push-up bras and black lingerie to America, as well as being an innovator in direct-to-consumer marketing.

Upon implementation, Voxify Automated Agents will initially handle information-oriented call center calls, such as catalog requests, store locating and order status freeing up agents to handle revenue-generating and product information calls.

“Collecting a customer’s contact and credit information requires that the conversation be handled with both a concern for security, as well as with discretion and sensitivity for the confidentiality of the data,” said John Gengarella, President and CEO, Voxify, in a Wednesday statement.

Yolanda Dunbar, Sr. VP Brand Marketing, Brand & Direct, Frederick’s of Hollywood, contributed that Voxify meets the company’s requirement for a call center experience that reflects the personal care and attention that Frederick’s gives to each of its customers.

Frederick’s of Hollywood intends to explore the use of Voxify technology in the future as a possible tool for market research and selected revenue-generating activities.

Want to learn more about call center technologies? Then be sure to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users.

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Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.