Top Bank Uses SoundBite to Manage Call Volumes Across Multiple Contact Centers

A top issuing bank announced it has used SoundBite Communications, which has added Computer Telephony Integration functionality for integrating the bank’s Genesys (News - Alert) contact center infrastructure with SoundBite’s Engage Platform.

 

As a result, the bank has reduced customer hold times to three seconds and caller abandon rates by 83 percent, and is now able to effectively manage call volumes across multiple contact centers.

 

“Quality customer service is becoming increasingly complex and expensive for large global businesses that need to support geographically-dispersed customers across multiple contact centers,” said Tim Segall, CTO at SoundBite. “Using our fully-documented Web Services API clients can access CTI (News - Alert) functionality to more effectively utilize their contact center resources and improve customer satisfaction levels.”

 

The bank relies on SoundBite automated voice messaging to proactively contact customers who are past due on their credit card accounts.

 

After SoundBite confirms it has reached the right party, the customer is given the option to make an automated payment through the bank’s self-service channel or speak to an agent to complete the transaction.

 

The bank turned to SoundBite for a solution flexible enough to accommodate call fluctuations across multiple contact centers while also delivering a consistent customer experience, according to officials.

 

Before the integration, the bank found that customers who opted to speak with an agent were left waiting on hold for an extended period of time and as a result, nearly one-third of these customers would hang up without ever speaking to an agent.

 

The bank attributed the poor customer experience to telephony inefficiencies due to managing multiple contact centers and SoundBite’s lack of visibility into available resources at each contact center at the time of the call. As a result, those customers who stayed on the line to speak to an agent experienced a long pause while the account information was sent to the agent.

 

Using SoundBite Connect, a CTI module that leverages SoundBite’s fully-documented Web Services API, the bank integrated its Genesys platform and calling strategies with SoundBite Engage, its on-demand multi-channel communications platform.

 

One result was a reduction in hold times by 94 percent and call abandon rates by 83 percent.