Clearing the self-service clutter
Eircom is the largest integrated telecommunications provider in Ireland. With around half the Irish fixed line telephony market, Eircom also offers fibre broadband and mobile services through eMobile and Meteor and recently launched its eVision TV service with 100 channels.
“The evolution from being state-owned to quadruple-play market leader had left us with different call centre technologies,” says John Lush, Head of Customer Experience & Self Service. “Plus, our legacy IVR system had become unwieldy with customers waiting ages, while menu changes were cumbersome and expensive.”
To improve customer service, Eircom sought to consolidate its call centres. Following this, the first step to improving the customer journey was a Genesys IVR driven by a SpeechStorm business application server, with contextual awareness to auto-adjust customer options. This was important in clearing the self-service clutter but it needed integrating with the CRM system — and inbound and outbound voice and email had to be brought together.
“We wanted to be sure all channels, for all brands, would work smoothly as one orchestrated whole,” Lush adds.
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