Hosted IVR

February 21, 2013

Romtelecom Chooses Voxeo's Next-Generation IVR System

By Sujata Garud
TMCnet Contributor

Romanian operator Romtelecom recently selected Voxeo (News - Alert)’s next-generation IVR system. The selected system includes the Voxeo Prophecy media server and Voxeo CXP (formerly VoiceObjects (News - Alert)), migrating from a legacy IVR system to the modern, state-of-the-art IVR platform.

The operator has also deployed Chrysalis Notification Service (CNS) to facilitate the management of outbound communications. CNS is incorporated with Voxeo's Prophecy media server and Romtelecom's back-end systems to address call scheduling and manage retries.

With the new integration, the operator implemented several inbound and outbound services such as password reset, PIN reset, billing information, payment confirmation and reminders & rescheduling of technician visits, etc. The communications products provider’s reporting capabilities give the operator deep insight into service usage, call completion rates and system performance.

Debbie Diersch, CEO at Chrysalis, said in a statement, "Using CNS, Romtelecom can easily send automated outbound notifications using a variety of communication channels.”

Paul Thomas, VP Sales EMEA at Voxeo, said, "With the new platform, Romtelecom is able to react immediately to changing customer requirements. Romtelecom is now implementing the entire customer portal using Voxeo CXP. This enables Romtelecom to provide a more modern, flexible, and personalized system."

Chrysalis, a Voxeo partner, allows businesses to enhance their customer relationships with their contact center products and professional services.

Recently, Romtelecom deployed Oracle's rapid offer design and order delivery solution as a key component in its comprehensive transformation project designed to support a growing portfolio of consumer and business services and bundles.

Radu Cretu, general manager, IT executive directorate, Romtelecom, said, “By integrating our silos and automating virtually all of our orders, we have seen significant reductions in costs. Our IT department has become a catalyst for change, increasing the company's agility, innovation, customer responsiveness and operational efficiency.”

Edited by Rachel Ramsey