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Australian Health Management (ahm) was keen to provide greater levels of security to its members, as well as more convenience. After investigating speech systems for some time as a way to improve member service, ahm decided on a biometric voice verification solution (VeSecure) from VeCommerce. VeSecure enabled ahm to verify the member's identity prior to transferring the call to a customer service agent. This eliminated the need to carry out traditional verbal identity checking, making transactions more secure for customers, and more importantly, offers a more personalised service to its customers.
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The Standard Life group is one of the UK's leading financial services providers, with approximately seven million customers. Their approach to service delivery is to aim for 90% of all telephone enquiries to be resolved within one call. Standard Life recognised the ease of fit that speech recognition could provide. VeCommerce was appointed as their speech recognition solution providers. Ensuring that they maintain their high levels of customer service, the VeCommerce solution has enable customers to be transferred to the correct department, without the need for repetition. Since implementation, Standard Life customer feedback has been positive.
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Suncorp implemented VeCommerce to provide a more friendly first point of contact for their callers and to deliver them more quickly and efficiently to the relevant customer service point. In a conversational manner, VeCommerce deduces what the caller wants and transfers them to the most approriate agent, without having to struggle with confusing push button menus. The 'natural' approach to conversations has delivered an easy-to-use, customer friendly interface that has reduced misdirected calls and provided a better experience for their customers.
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Ladbrokes are one of the worlds largest and most successful bookmakers. The division handles over six million calls per annum in a challenging industry, with event driven call volumes leading to extreme peak period levels. Ladbrokes sought a viable self-service alternative for their customers. This channel needed to be easy-to-use, always available and consistent for the callers' experience. VeCommerce delivered the character "Elle" to deliver these needs to Ladbrokes. Ladbrokes now provide enhanced customer choice with a channel that is economically viable.
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Dublin Airport is Ireland's largest airport managing more than 60,000 passengers per day. This rises to over 80,000 during the peak season. The Dublin Airport Authority has implemented VeCommerce's fully automated speech based flight information system, VeQuery. The application manages simple flight-based enquiries such as flight arrivals and departures, enabling staff to handle more complex enquiries.
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