Customer Service Portal
Relieves the call center staff of routine tasks and procedures
"Prequalification" – intelligent routing of incoming calls to the right service expert
Efficient handling of peak call volumes - e.g. before the start of popular programs or sports events
Automated pay-per-view and pay-per-channel orders
Forwarding the orders to the activation system
Prize competitions and special offers - Auction, Best player voting
Technology at a glance
- Up to 60,000 calls per hour via voice portal
- Systems at two networked locations
- In total 840 VoIP- and 1200 PRI lines
- Speech recognition on 240 lines
- Integration with Siebel-Backend
Unified Communications
Unified Messaging: voice mail, fax and text messages
CTI outbound: enables users to dial from their PC via Outlook
CTI inbound: triggers a pop-up (with caller data from Outlook) when a call comes in
Automated-Attendant: with natural-language controls, helping to relieve switchboard staff
Alarm mode: swift and same -time notification of a defined circle of people via landline or cellphone
Caller prompt and skill-based routing for BVG Call Center with speech recognition in complete sentences and everyday language
Timetable enquiries: automated travel announcements in the BVG Call Center by text -to-speech (TTS)
Technology at a glance
- Uniform, redundantly set-up server platform
- For around 10,500 telephones in the network
- Comprising 3,500 office lines and 7,000 technical service- points at the subway stations, along the actual track
- Timetable enquiries: reading out up to 1,000 connections a day
Voice controlled service portal
Fully automated:
- Request points balance
- Request premium delivery status
- Order new member card
- Change address, email or PIN
- Custmer survey
Technology at a glance
- 24/7 customer service for the most important topics
- Speech recognition and text-to-speech on all lines
- Highest customer satisfation with the system
- Comprehensive statistics
- Continuous increase in call completion rates
Your expert
Mr Martin Vennik
Tel +49 69 900 288 -11
martin.vennik(at)crealog.com