Nortel has speeded up response times at Nestle's Swiss Nespresso
contact centre, with an automated system that has cut operating
costs.
With the self-service voice capabilities, coffee provider
Nespresso is able to reduce customer waiting times and cut annual
customer relationship centre costs by up to 16%.
With Nortel's automated speech recognition technology, Nespresso
can offer customers faster response to their inquiries through an
easy-to-use service hotline.
Instead of being placed on hold to wait for the next available
coffee specialist, customers can complete either all or part of
their order through voice prompts.
This results in reduced waiting times and leads to enhanced
customer satisfaction. The voice system is multilingual in German,
French and Italian, and allows Nespresso to cut contact centre
costs by completing more calls with the same number of agents.
"Our coffee specialists in the Relationship Centre in Sion
handle more than 300,000 calls a year," said Marc-Alain Dubois,
market director for Switzerland at Nespresso. "With the new Nortel
solution we can offer our customers a comprehensive personal
service, without long wait times even in peak periods. That is an
important factor in driving the success of the Nespresso
brand."
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