Hosted IVR

February 26, 2013

AccountNow Uses VoltDelta's OnDemand Customer Care Platform to Address Increase in Call Volume

By Calvin Azuri
TMCnet Contributor

AccountNow recently announced that it has selected the OnDemand Customer Care Platform from VoltDelta (News - Alert) which will be used to address the sudden and massive spikes in call volume. AccountNow is a specialist provider of financial solutions for consumers who choose not to have traditional banking relationships. VoltDelta is a provider of automated voice recognition and Contact Center OnDemand (CCOD) solutions.

In a statement, Jenn Cordeiro, director of Operations at AccountNow, said that, “We selected VoltDelta over many others we considered because they can provide the infrastructure stability and massive scalability we need to support our customers. We needed a more robust infrastructure with the scalability to handle sudden and massive spikes in volume. The phone is sometimes the only way we can communicate with our customers, so the stability of that platform is crucial.”

Since VoltDelta’s deployment 18 months ago, AccountNow has effectively improved its customer experience via voice self-service and agent support. More than 90 percent of calls can now be resolved in the automated system without the need for any interaction by live agent. This makes it possible for AccountNow agents to direct their focus on customers seeking specialized agent assistance.

Terry Saeger, SVP and GM of VoltDelta, said that, “AccountNow is a great example of how a company can leverage our cloud based customer experience platform to rapidly scale up to manage an ever increasing number of calls, including unexpected spikes. Over 2.4 billion calls per year are processed by VoltDelta’s customer experience platform in North America alone, enabling AccountNow to take advantage of an established infrastructure proven capable of supporting their massive call volume requirements.”

VoltDelta’s scalable agent and automation hosted infrastructure is critical to AccountNow’s customer care upgrade as it allows easy management of call fluctuations prevalent within the prepaid industry. It also helps in addressing seasonal spikes in call volume. Automation and agent integration included within the VoltDelta platform help in enhancing AccountNow agent support via capabilities such as hosted intelligent call routing and queue management.

Edited by Brooke Neuman