TMCNet:  SpeechStorm IVR Delivering Increases in Customer Self-Service Efficiencies for eircom following Multi-Million Euro Implementation; New system making life easier for eircom, Meteor and eMobile customers

[September 02, 2013]

SpeechStorm IVR Delivering Increases in Customer Self-Service Efficiencies for eircom following Multi-Million Euro Implementation; New system making life easier for eircom, Meteor and eMobile customers

(M2 PressWIRE Via Acquire Media NewsEdge) Belfast – Following the recent delivery and implementation of its latest Interactive Voice Response (IVR) system to leading Irish telecommunications provider, eircom, SpeechStorm's IVR is contributing to a 20% increase in customer self-service activities across the eircom, Meteor and eMobile brands.

SpeechStorm, a pioneer of phone-based and mobile customer service solutions, is a long-time strategic partner of eircom. The new solution, incorporating the very latest advances in IVR technology, replaces a dual-platform system originally provided by SpeechStorm in 2004. The new system enables eircom to deliver a much improved interactive experience to its customers from a single platform across all three brands.

Implemented in record time at eircom headquarters in Dublin, the new system has been live for six months. Underpinned with a shared, advanced IVR technology, it provides a totally distinct customer experience to differentiate the brands and the target audiences.

The new system relies on DTMF (Dual-tone Multi-frequency) technology, critical to self-service improvements. However, it will always give customers the option of talking with a contact centre operator right from the start of a call – unlike the previous system.

John Lush, Self Service Channel Manager at eircom, said, "We have seen a steady increase in positive customer feedback and a marked reduction in customer frustration since the system went live.

"We wanted a more agile and cost-effective IVR solution and the SpeechStorm system has met our needs in every way. Using the latest in IVR thinking, we are now able to respond to customer feedback more quickly. The new solution gives our customers a range of options to choose from when they contact us, and this enables them to reach their desired outcome without delay. We're delighted with the result," Lush commented.

Oliver Lennon, CEO and co-founder of SpeechStorm, said, "This latest implementation is a natural evolution of our nine-year relationship with eircom, our first customer. The speed with which we implemented the solution proves the benefit of our agile approach, as it took just 12 weeks to deliver the IVR solution.

"eircom told us what they wanted and we were able to upgrade and refresh the whole IVR experience quickly. The self-service results after six months speak for themselves and we are confident that the new, refreshingly easy customer experience will continue to benefit eircom and its brands, greatly, for years to come," Lennon concluded.

About SpeechStorm – SpeechStorm helps organisations of all sizes make everyday tasks easier for their customers. We provide pre-built IVR, speech self-service and mobile apps that reduce waiting times for customers and reduce call handling times in the contact centre. Our solutions are quick to implement and easy to manage, putting the business in control of the customer experience.

About Eircom – eircom is the principal provider of fixed-line and mobile telecommunications services in Ireland with approximately 2.4 million customers. The company has the most extensive network in Ireland and provides a comprehensive range of advanced voice, data, broadband and ICT services to the residential, small business, enterprise and public sector markets. The company is a major contributor to the Irish economy spending EUR1.3 billion annually equating to a daily spend of EUR5 million.

The group is currently constructing Ireland's largest fibre broadband network that will reach 1.2 million homes and businesses by June 2015. The network will have more than 18,000km of fibre providing high-capacity connectivity across the country, as well as in and out of Ireland. This network is provided on an open access basis so that other operators don't have to duplicate investment and customers can benefit from competition.

eircom's mobile division operates under the Meteor and eMobile brands offering a wide range of mobile plans. Last autumn, the group acquired new spectrum licences and over the next five years will spend EUR350 million to roll out improved 3G services and launch high-speed 4G mobile broadband for customers. The company has adopted an ambitious timeline to trial 4G services this summer and to launch the service by autumn 2013, giving users a vastly improved experience via smartphones, tablets and dongles.

eircom has the largest WiFi network in the country with almost 2,500 WiFiHub hotspots across the country and is on track to reach a target of 4,000 WiFiHub hotspots by June 2014.

In addition, eircom Wholesale is the largest wholesale operator in Ireland, providing products and services to more than 60 wholesale customers, across a range of regulated and unregulated markets.

For more information, please contact: Damian Kelly, VP Sales & Marketing, SpeechStorm Limited, Elmwood Exchange, 90, Lisburn Road, Belfast.

BT9 6AG Tel: +44 28 9094 3100 E: [email protected] For SpeechStorm media and analyst enquiries, please contact: Tim Guest, Managing Partner, ATROPOS Communications Tel: +44 (0)7956 257069 E: [email protected] For eircom enquiries, please contact: Clare O'Riordan Senior Communications Officer eircom Tel: +353 1 600 6360 Mob: +353 85 1746 360 Email: [email protected] ((M2 Communications disclaims all liability for information provided within M2 PressWIRE. Data supplied by named party/parties. Further information on M2 PressWIRE can be obtained at on the world wide web. Inquiries to [email protected])).


[ Back To HTML5’s Homepage ]


HTML 5 Demos and Examples

HTML 5 experimentation and demos I’ve hacked together. Click on the browser support icon or the technology tag to filter the demos…. Learn More

HTML5 GAMES is the largest and most comprehensive directory of HTML5 games on the internet… Learn More

The HTML5 test

How well does your browser support HTML5?… Learn More

Working Draft (WHATWG)

This is the Editor’s Draft from WHATWG. You can use it online or print the available PDF version… Learn More