| |  | | | We leverage technology to create sustainable business value for clients. Our adaptable Global Engagement Model (GEM) provides our clients with the flexible ability to improve business performance. | | | Leading providers of Wireline and Wireless Communications | | We've all experienced the frustration of getting lost in automated phone systems because we pushed the wrong number. The annoyance of never being able to reach a live person is bad enough. But when you consider all the other things you could be doing instead of selecting a menu item and waiting, then selecting yet another menu item and waiting some more - it's enough to make you want to hang up and forget the whole thing. If only you could talk to the system instead, without having to wait. | | A major telecommunications company understood and decided to improve the complicated and confusing voice-response system in its customer-call centers. On-hold times were too long, and the average number of calls required to resolve an issue was too high - both of which increased the related cost of the company's toll-free-number. Just as important, customer satisfaction was suffering greatly, and the company risked losing customers to its competitors because of poor service. Eliminating the existing automated call center wasn't an option. Simplifying the system was the obvious answer. | | Adea started by developing a voice portal that made it easier for customers to locate the information they needed. Adding advanced voice-recognition capabilities gave customers the option of having simple questions answered by the automated system instead of a live representative. As a result, the company and its customers enjoy the best of both worlds - shorter calls, greater flexibility, quicker resolution - and more time for what's really important. | | Innovation through technology. A Commitment to excellence. The Agility to get the job done. Adding Value. Contact us today to see what Adea can do for you. | | Back | | | |
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