Summary
While business prospects looked really good for Ambient Devices, its existing customer support line lacked interactivity and an advanced queuing process, and customers began experiencing hold times in excess of five minutes. Ambient was researching possible solutions for its call center when it stumbled across Angel.com on the Web. To ease the concern and risk associated with deploying a speech solution, Angel.com offered the company a 30-day free trial of its Virtual Call Center (VCC), a hosted call center management solution. The VCC enhanced Ambient's call queuing and added routing capabilities to the company's current menu options with a speech-enabled interactive voice response front end. The customer is greeted by the speech system and offered the option of self-service or to hold for an agent. Every day, the automated system answers and completes between 30% and 40% of all incoming calls, which has saved the company the equivalent of one full-time employee's time and cost.
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Extract
Mood Rings Are Back!
Among the many fun consumer electronic products that Ambient Devices offers, the Ambient Orb, a frosted glass ball that glows different colors to communicate stock market trends, traffic congestion, weather forecasts, energy pricing, and more, is its most popular. The company didn't need a crystal ball, though, to forecast trouble durin...
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