interactIVResponse
Customer Application Spotlight: Resource and cost optimization for large retail contact centers with Mida Solutions IVR
Pronexus sat down with Mida Solutions to talk about their large-scale retail IVR application built with VBVoice.
Pronexus: How would you describe your IVR solution?
Mida Solutions: We created a centralized queuing and call distribution application for the Italian stores of a large retailer of consumer electronics, Media Market. The solution is used by all stores distributed over the country to handle customer care calls. The system welcomes customers with dedicated messages and music and in parallel searches for available operators by calling store desk phones and internal offices. Shop assistants act as operators and might be busy serving other customers in the store, so for this reason the system implements a smart and fast search of available representatives. The system supports differentiated treatment for each store, allows local store managers to customize opening time hours and messages, and provides detailed call statistics.
Pronexus: What business problems does your IVR application solve?
Mida Solutions: Our IVR application delivers an evolved ACD solution capable of providing IVR functions while at the same time performing an internal operator search among shop desks and shop assistants. The system is much different than a standard contact center solution because operators at retail stores also perform other tasks such as shop assistance and customer relations. A second issue our IVR solves is ensuring independency between shops without having a huge number of small and distributed IVR systems that would be too expensive to configure, manage and maintain. We proposed a centralized solution that assures high availability, and optimal resource allocation between all stores. Moreover our solution provides both dedicated and global call statistics, helping the customer to evaluate the actual quality perceived by callers.
Pronexus: What technologies does your solution use?
Mida Solutions: The system uses basic text-to-speech functions for closing hour vocalization and advanced reporting features based on Business Intelligence tools.
Pronexus: How did you get started developing with VBVoice?
Mida Solutions: We have developed a number of IVR solutions using VBVoice, working in close co-operation with our VBVoice supplier Glifo Technology.
Pronexus: How was your experience using VBVoice to develop your application?
Mida Solutions: VBVoice provides advanced tools and modules addressing all typical needs of an IVR system. The visual front-end design environment makes it ideal for custom application development. We can focus on the business logic of our application because we can rely on a solid and complete set of tools. VBVoice is scalable and reliable as well, which is mandatory when you need to build large scale solutions and you want to make sure that what you deliver is a best class product.
Customer Application Spotlight: Resource and cost optimization for large retail contact centers with Mida Solutions IVR
