...for eircom following Multi-Million Euro Implementation

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.