IRELAND: Leader in phone-based and mobile customer service, SpeechStorm, in co-operation with Genesys and NextiraOne, has completed the implementation of a new interactive voice response (IVR) solution for bpost (Belgian Post Group) at their Centre Monnaie HQ in Brussels.
The flexible new IVR implementation of SpeechStorm, re-sold by Genesys as ‘Conversation Manager Applications, powered by SpeechStorm’, was successfully integrated into the current contact centre infrastructure by NextiraOne. It will enable bpost to respond quickly to changing business needs and guide customers more efficiently through their inbound contact-centre calls by routing them to best suit each individual customer’s needs.
One of the largest civilian employers in Belgium, bpost provides a wide range of services across postal and financial services and the new IVR will be experienced by the company’s residential customers and those of bpost bank.
The implementation was completed in six weeks and was live at the start of February. The SpeechStorm application replaced a less flexible bespoke, IVR installation, previously requiring a technically complex, time consuming and costly ‘change’ process before the solution could then, itself, be adapted, technically, to meet new business demands.
This latest application, however, makes it much easier for corporate users to adapt the IVR system themselves without involving IT departments and other resources.