Hosted IVR

October 15, 2012

JD Williams Selects Voxeo Technology for Retail Self-Service Portal

By Anamika Singh
TMCnet Contributor

Voxeo (News - Alert), the provider of Unlocked Communications, announced that JD Williams, the shopping retailer in the United Kingdom with customers worldwide, has deployed Voxeo's Prophecy and VoiceObjects (News - Alert) technologies to replace its legacy and proprietary customer portal.

Voxeo helps enterprises improve service and lower costs by automating and connecting their most common phone calls with its interactive voice response (IVR) or Voice over IP (VoIP) solutions. 

Most people are familiar with IVR applications. These applications allow users to retrieve information such as bank balances, flight schedules and movie show times from any telephone.

Voxeo has created a solution that replaces aging, proprietary IVR boxes and applications with a simple, voice-driven VoiceXML and CCXML powered IVR telephony platform and a compelling suite of voice applications.

JD Williams sought advanced solution for a better customer experience and to improve overall efficiency with which it could deploy speech applications. Voxeo is scalable, easy-to-use and flexible technology. JD Williams' key requirement was deep analytics capability to support business growth while improving key performance indicators, automation and IVR containment rates.

Voxeo's implementation partner for this project is ICR Speech Solutions & Services, a certified Voxeo partner based in the U.K. ICR has provided the expertise to JD Williams to maximize its return on investment.

"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," stated Andrew Bentley, owner of ICR Speech Solutions & Services. "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."

Voxeo and ICR's solution for JD Williams includes VoiceObjects Analyzer, the analytics and reporting framework from Voxeo that delivers regular reporting on self-service task completion rates. Using VoiceObjects Analyzer, JD Williams is able to continuously measure and optimize the customer experience it delivers and the speech recognition performance it achieves.

The solution includes applications to support customer account information, identification and verification (ID&V), payment applications, parcel collection and delivery status, as well as intelligent routing to provide a consistent customer experience across all applications.

"Automated customer self-service portals are very well established in today's world," said Paul Thomas, vice president of sales EMEA at Voxeo. "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 Braden Becker