Customers

Since 2001, Voiceweb has delivered more than 130 Customer Service, Sales/Marketing and VAS-related projects
to Enterprises in the Telecommunications, Financial Services, Insurance, Energy, Entertainment and other industries throughout Europe, Middle East, Asia, the Americas, Africa and Australia…

Trusted by industry leaders

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Case Studies

enelai platform becomes the point where customers make first contact with an Enterprise, and greatly affects multiple metrics of a Contact Center:
  • Issue Resolution
  • First Contact Resolution
  • Self-Service rate
  • Customer Satisfaction
  • AHT (Handling time)
  • Hold times
  • Customer Retention
  • Cross-Sales Success rate

By delivering unequaled KPI results for the convenient & personalized Experience the users seek, each Enterprise enjoys multiple improvements in all Contact Center metrics.

Broadband Operator with 60 million customer interactions

Major telco deployed our seamless customer engagement platform that routes customers to their required destinations faster, identifies & authenticates them, offers self-service options for most Intents, and reduces agent handling time.

  • 15% drop in the number of inbound calls due to increased Call Resolution
  • Contact Center’s Average Handling Time (AHT) was decreased by 17%
  • over 400 Intents and destination dialogues
  • Self-service reaches 52% - increased more than 230% within 6 months
  • 91% correct recognition of intents
0%
self-service
0%
fewer calls
0%
correct recognition
0%
authentications completed in IVR
0sec
decrease of AHT
0%
increase in Customer Satisfaction

Flexible automated 2-factor authentication in Banking

Major Bank deployed our seamless customer engagement platform that routes customers to their required destinations faster, identifies & authenticates them, offers self-service options for most Intents, and reduces agent handling time.

BEFORE

83% of all verifications done by agents: 50 - 60 seconds for each verification

AFTER

88% of all verifications are done in the IVR (only 12% by the agents)

Agents can see the authentication result & the transcript from the virtual assistant conversation and pick up the conversation exactly where it left off.

  • 88% successful user authentication (2-factor) completed in the IVR
  • The overall AHT (Handling Time) was decreased by 51 sec
  • average talk-time of the agent per call was decreased by 40 sec
  • 16% increase in customer satisfaction (CSAT surveys)

Bank with 5 million inbound calls/year

Increased self-service and IVR containment, while seamlessly transitioning customers from the IVR to the assistant in digital channels.

  • 83% call containment
  • 11% increase in First Call Resolution
  • 94% successful completion of the self-service dialogues
  • 93% correct recognition of intents
  • 19% drop in Repeat Calls
  • 14% of IVR calls deflected to Web Chat
0%
completion of self service dialogues
0%
increase in First Call Resolution
0%
correct recognition
0%
FCR for sales issues
0%
FCR for customer service

Sales & upsales without agents engagement

To create a more efficient contact center with human agents focusing on complicated customer service issues and outbound sales contacts, this major telco deployed a virtual assistant to automate the sales/upsales of telecom services to its existing customers (inbound contacts) as well as more frequently asked customer service topics

  • 87% first contact resolution for sales of add-ons, upselling, cross-selling
  • 80% first contact resolution for customer service issues
  • 79% of sales / add-on related calls are handled by the virtual assistant

Typical KPI results of enelai platform

TELECOM domain

BANKING domain

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    careers@voiceweb.eu 

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