Financial services group, Liberty, has installed Periphonics interactive voice response (IVR) equipment, purchased from Infotel company, ATIO Corporation. The new system will replace the current IBM Direct Talk system, ensuring greater scalability and enhanced functionality in providing improved telephony application systems to clients.
"Voice technology is critical for Liberty," says contact centre manager, Dave Milne. "It allows us to offer enhanced and consistent services to our brokers, agents, banks and policy holders beyond normal office hours." The new equipment is "industrial strength", of the same specification as that used by international telecommunication carriers. It is installed on two Sun servers running against an Oracle data server. The system will give Liberty the ability to process 120 concurrent client calls, allow holistic management of services and allow Liberty to tailor its service differently and add more value to its clients and intermediary community.
Liberty uses IVR to provide a range of policy information services to its clients and financial advisers. The Liberty voice system processes 30 000 calls per month, through which 40 000 business transactions are completed and some 10 000 faxes generated.
Liberty decided on the IVR investment as part of an ongoing initiative to improve the quality of service provided to clients. Results from a survey conducted with clients calling in to the company`s contact centre indicated a willingness to use this type of technology. Most clients indicated that services offered through this type of technology would prove useful; 83% of clients indicated that they had tone telephones while 86% said they would use the service.
The new system has been installed and all services are expected to be transferred to the Periphonics system before year-end. Liberty plans to use caller line identification (CLI) and Dialed Number Identification Services (DNIS) to ensure fastest processing of calls and to provide further value-added services. It is intended to use the new system in conjunction with the contact centre, to provide faster service turnaround to clients.
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