Suncorp - Success Story
Video Interview
Andrew Mulvogue - General Manager
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Suncorp's four call centres handle over 4.5 million calls per annum. Confusion with their existing system and a desire to increase their customers' experience, led Suncorp to appoint Salmat VeCommerce.
The 'open dialogue' system developed by Salmat VeCommerce enabled Suncorp's callers to 'say' their enquiry and be directed to the most appropriate agent for assitance. The solution achieved this by extracting the meaning behind what the caller actually wanted, and using this information, transferred them to the specialist who could help with their query.
As well as delivering an easy-to-use, customer friendly interface, reducing misdirected calls and a reduction in the initial call time, more importantly, Suncorp achieved an improvement in customer satisfaction levels.
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Did You Know?
There are three main human identity authentication factors: something that a user has, something that a user knows and something that a user is or has, like their voiceprint.