IVR

Voxify, a vendor of speech technology, has announced that it handled 100 percent more calls for its retail and e-commerce customers on Cyber Monday (News - Alert), December 1, 2008, compared to the daily average call volume for the year.

 

Online consumers are major drivers of call volume into retail and e-commerce contact centers, using the phone for various follow-up activities, including confirming order status, adding or canceling items, checking point balances in loyalty programs and asking if they can get it in cranberry since they were sure they told their husbands they wanted it in cranberry.

 

Voxify has deployed speech self-service products to service the most common retail caller requests, with the idea that this allows contact center agents to be used more efficiently. For example, the order status product relieves live agents from the labor-intensive tasks of identifying the caller, asking for order search information, querying backend systems, and reading back order details including estimated delivery dates.

 

Also this week Voxify has announced that George T. Shaheen has joined its Board of Directors. Shaheen was the CEO of Andersen Consulting (now Accenture (News - Alert)), the global management consulting, technology, and outsourcing firm. As a board member, then ultimately CEO at Siebel Systems, he has experience in the CRM market.

 

Voxify self-service products handled increases in calls for order status, order capture, catalog requests, and store location information. Offered as a managed service, Voxify’s speech products are judged by their completion rates (percentage of the desired tasks achieved by the customer), and a much-watched performance indicator for customer satisfaction.

 

“In today’s market, the key to survival is keeping your customers,” noted John Gengarella, CEO, Voxify. “After significant investments to attract consumer spending, retailers can’t afford to drop the ball when it comes to fulfillment and post-sale communications.”

 

The Voxify product deploys inbound and proactive outbound speech applications as well as intelligent, personalized customer interaction products.

 

The company’s clients include Continental Airlines, Hammacher Schlemmer, and Wyndham International.