Hosted IVR

October 12, 2012

JD Williams Implements Voxeo Technology for Self-Service Portal

By Carolyn J Dawson
TMCnet Contributor

JD Williams, a major home shopping retail organization in the UK, recently announced that it has chosen Voxeo’s (News - Alert) Prophecy and VoiceObjects technologies. JD Williams has substituted its historical and proprietary customer portal by implementing the Voxeo technologies.

JD Williams required a sophisticated offering for enhancing customer experience. JD Williams needed a solution that would not only evolve with the varying customer needs, but also allow the organization to implement speech applications with enhanced competence. The scalable, user-friendly and flexible technology from Voxeo was ideal to address the requirements of JD Williams. JD Williams' core requisite for deep analytics capability has been addressed by Voxeo, thereby supporting business growth. Voxeo technology will also assist JD Williams in enhancing main performance indicators, computerization and IVR repression rates.

ICR Speech Solutions & Services, an associate of Voxeo, has implemented the technologies at JD Williams. JD Williams will be able to capitalize its return on investment with the proficiency and best practice understanding offered by ICR.

In a statement, Andrew Bentley, Owner, ICR said, "The combination of Voxeo's state-of-the-art technologies with ICR's expertise in implementing self-service solutions, has delivered a world-class solution for JD Williams. The project was divided into several phases, each with tight deadlines. During each phase ICR and Voxeo exceeded all of JD Williams' expectations and success metrics."

JD Williams has also implemented the analytics and reporting framework, VoiceObjects (News - Alert) Analyzer, from Voxeo, which offers usual reporting on self-service job completion rates. JD Williams can now constantly calculate and optimize the customer experience it offers along with the speech detection performance it accomplishes using VoiceObjects Analyzer. Applications capable of assisting customer account data, identification and verification or ID&V, payment applications, parcel gathering and delivery status are also included in the Voxeo offering.

Paul Thomas, VP, Sales, EMEA at Voxeo said, "Automated customer self-service portals are very well established in today's world. With the solution provided by Voxeo and ICR, JD Williams can provide customers with an up-to-date and convenient experience while ensuring the company's future growth and expansion into multi-channel portal design. It will allow JD Williams to introduce highly personalized automated services quickly and to achieve significant cost savings by reducing calls to its contact center agents.”

Edited by Brooke Neuman