Security Service Federal Credit Union improves user experience and call completion within their IVR.
When it came time to replace an older Avaya Interactive Response platform that featured a DTMF-only IVR, Security Service Federal Credit Union made the decision to add LumenVox speech recognition to an IVR that handles more than half a million calls per month. Their hope was that they would be able to improve the IVR experience, especially for hands-free users on mobile phones, and reduce the load on their call center of approximately 200 agents.
Quicker time to implementation
11K reduction in calls per month transferred to an agent
Decrease in overall IVR call volumes
Previous poor experience with speech recognition led to the use of an outdated DTMF-only IVR that was in need of replacement.
A modern speech-enabled IVR, built on Avaya, integrated by ConvergeOne, capable of handling more than half a million calls per month.
Utilizing LumenVox Speech Recognizor resulted in 11,000 calls each month that agents don’t have to handle, or 132,000 per year.
LumenVox Speech Recognition utilized to decrease the rate at which callers transferred to agents.
Previously the average was for 26.2% of callers being sent to agents, and after the new speech-enabled IVR was put into place, that’s gone down to 24%. At 500,000 calls per month, that adds up to 11,000 calls each month that agents don’t have to handle, or 132,000 per year.
Security Service has also noted a decrease in overall IVR call volumes, attributed to callers successfully completing transactions in their first call, reducing the need for subsequent calls about the same transaction. By assisting callers the first time within the IVR, you then have fewer calls overall.
Several other Security Service IVR applications are also using speech, including a new inbound/outbound application for collections on overdue accounts and one that lets auto dealers obtain payoff amounts for car loans. With relationships with more than 350 dealerships throughout the United States, it is important that Security Service helps them interact efficiently.
“One of the key things was quicker time to implementation.”
Mark Jimenez, Assistant Vice President for Network Engineering & Support, SSFCU
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