Nortel automates Nestle contact centre

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...

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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