References

Martin Streinz, Head of Customer Service: 

“Our experiences with CreaLog over the last eight years has been excellent. The collaboration has been remarkable for a true spirit of partnership and a high degree of flexibility. Innovative approaches and fast turnarounds exactly meet the demands that a market leader such as PAYBACK faces.”

“Thanks to state-of-the-art voice recognition technology, callers will find the dialog  easy to use. What is more, the Voice Portal offers one essential customer-friendly advantage: the PAYBACK service is always accessible without any queuing or annoying BUSY tones.” 

“It’s at call center level that you can reduce overheads. In the past, the advisors at the PAYBACK Call Center have ha d to give the points info themselves over the phone and it’s precisely that kind of service that is easy to automate – simple procedures that the Voice Portal can take over. Then, when it comes to more complicated things such as complaints or detailed que ies ab out ordering prizes, advisors are on hand to deal with the matter personally.”

Patricia Häußler, Head of Service Desk: 

„Meanwhile, more than 14,000 of our account-holders are using the system for routine banking transaction. Plus, since our older customers are comfortable with it too, that number is sure to go up.“ „Telmar even attracts the many customers who do not want to do away with their old rotary dial phones. That particular target group couldn‘t use the bank‘s original telephone banking system because it only operated via keypad input.“

„Telmar is not just accepted by the customers. Colleagues from the phone services department have overcome their initial skepticism. Now they can turn their attention to more demanding tasks since Telmar takes care of the more routine stuff – queries about account statements, for instance.“

„The voice portal represents state of-the-art technology for our customers. Itis unique on the savings bank landscape anywhere in Germany. In Baden-Württemberg state, the district savings bank of Esslingen-Nürtingen is the first bank to have introduced this speech dialog system, making us something of a pioneer in the area.“

Frank Reimesch, Head of CRM Technology: 

“For more than ten years now, the CreaLog Voice Portal has been a superb complement to our Sky Call Center. We use it for customer identification, pay-per-view orders and prize competitions. We activate the shows and movies that millions of customers a year specify without any waiting time, sometimes only seconds before the program starts.”

Dr. Andreas Büchelhofer, CEO:;

„The CreaVoice-Portal is the hub of our phone interactivity. It communicates with the callers, the Call Center and the logistics company. Thanks to the highly committed and professional project management at CreaLog, all schedule agreements were adhered to. In other words, 1-2-3.tv went live on time and with great success.“

Hergen Bochmann, Account Manager Finance: 

„During every single stage of the job at hand, we got all conceivable support from CreaLog. Which meant that we could react flexibly and swiftly to any requirements made by HVB Direct. What really impressed the client was the possibility of creating new dialogs – both with the dialog generator CreaVoice Dialog Graphics and with VoiceXML. The Bank decided in no time at all to invest in the technologically leading VoiceXML Portal.“

 Lutz Gantert, product manager: 

„Today, however, CreaLog‘s new and advanced technology makes possible an automatic telephone service even faster and convenient than previously. Since the customers can use their own natural language to operate the system in a truly simple way, the phone banking dialogs are hardly distinguishable from human-to-human conversations. Even cash remittances can be made in no time at all. It‘s amazing!“

„What‘s particularly convincing is its special intelligence – the learning remittance, as we call it. For instance, if a customer remits a certain amount , the speech dialog system memorizes the receiver info, the account number and the bank sort code and stores that data ready for the customer. The same goes for designated uses. Thanks to that ability to learn and to the fit-for-purpose speech dialogs, a cash remittance on the basis of the new CreaLog application can be carried out in 90 seconds – without anyone in the Service Center being involved!“

Uwe Biedermann, project manager telecommunications:

„The hub of the new concept is Outlook. Using that p rogram, we can send a mail to the CreaVoice Server which then generates a fax or a text for immediate dispatch. In doing so, the intelligent system automatically creates a uniform cover sheet and attaches office documents or graphics files in the correct sequence. Voice message delivery is also one of the advantages provided by the new applications set-up.“

„Thanks to different ways of setting up time-controlled call routing profiles, I can use my PC to organize where and when I can be contacted. This user mobility feature is a most effective solution for a control center environment where somebody some where has to be available on a 24/7 basis.“