Volkswagen Achieves Customer Satisfaction With VoiceObjects Voice Portal

USA -- Press Release: Financial service provider relies on VoiceObjects automated phone self-service solution to optimise customer service delivery

Volkswagen Financial Services AG (VWFS) has successfully deployed a
personalised self-service voice portal from VoiceObjects.

The VoiceObjects phone application server software suite enables VWFS to
easily manage increasing call volumes while improving customer satisfaction
and reducing service costs.

Within weeks after deploying the new voice portal, VWFS customers benefited from unprecedented levels of personalised self-service, with more than 90 per cent stating they were very satisfied with the new system.

VWFS, a wholly owned subsidiary of Volkswagen AG, coordinates the worldwide financial services activities of the Volkswagen Group and its subsidiaries. Previously, all VWFS customers needing over-the-phone service were directed to a single contact number served by call centre agents. Lack of segmentation led to long hold times for even the simplest enquiries.

VWFS chose VoiceObjects¹ phone application server software suite to deploy, manage, and analyse its speech-enabled applications. The new VoiceObjects self-service banking voice portal immediately helped manage incoming call loads more effectively. All callers first interact with the new self-service voice portal before reaching an agent. Interactive dialogues and flexible menus help callers get the information they need quickly. Customers are pre-qualified, authenticated, and, when necessary, routed to the most
appropriate live agent to meet their specific needs.

Despite increasing call volumes, wait times have decreased and agents have
more time for value-added consultation, cross-selling, and up-selling. In
addition to effective call routing, the new voice portal enables customers
to get balances, pay bills, transfer funds, and update account information,
all through a voice or touch-tone interface.

VoiceObjects also delivered significant advantages to the VWFS IT team
responsible for maintaining the new self-service voice portal. VoiceObjects
Server integrated seamlessly with the existing VWFS IT environment,
including the Genesys media platform, the Jetty Web application server,
Nuance speech recognition and text-to-speech software, Oracle databases, and SAP products for CRM and ERP, saving considerable time and resources. In addition, VWFS can analyse real-time application and system statistics using SAP¹s business intelligence software in combination with VoiceObjects
Analyser and Infostore.

VoiceObjects open and flexible infrastructure and the Web interface
facilitated developing, deploying, and maintaining phone self-service
applications, said Stephan Schneider, project manager, VWFS. Now, changes
to our applications are made quickly and easily. Additionally, the ability
to integrate the new system with our existing infrastructure was a key
deciding factor. Our new self-service phone portal immediately helped us to
manage the incoming call load more effectively while increasing customer
service quality.

About VoiceObjects
VoiceObjects is redefining over-the-phone customer service for global
enterprises and carriers. By delivering adaptive, cost-effective self-service phone portals, VoiceObjects enables organisations to personalise each caller¹s experience, to integrate phone self-service into comprehensive customer experience strategies, and to manage the complexity
of the world¹s most sophisticated phone applications.

VoiceObjects award-winning phone application server software is used by
leading companies, including Adobe, T-Mobile, and Volkswagen Financial
Services and provides personalised customer service experiences to more than 500 million callers each year. VoiceObjects is privately held and
headquartered in San Mateo, Calif. For more information, please contact
(650) 288-0299 or visit www.voiceobjects.com.