The Banque Populaire Rives de Paris retained Prosody for the introduction of its new telephone service available by a unique and memorable. This Voice Portal aims to improve the rate of successful appeals and facilitate their distribution between the automatic services, agencies and contact centers.
Customer historic Prosody, Banque Populaire Nord de Paris merged in 2004 with the BICS and gives rise to the Banque Populaire Rives de Paris . With over 200 branches and 600,000 customers, has the Banque Populaire Rives de Paris would homogenize his home telephone is oter of a similarly-priced irrespective of the agency called and simplify customer access to all services of the bank.
"The experience of IVR in place for 5 years in DTMF in one of the two banks had already met our expectations. It allowed us to optimize our home phone, both in the percentage of calls answered in the importance of human resources devoted to treatment. On this basis, we had to deploy a joint solution for both banks, "said Claude Lemoine, Service Manager at Alodie Banque Populaire Rives de Paris .
To optimize the operation of the voice portal, the advisor has the opportunity to accompany his client to the server's automatic functions for operations with low added value as an example of checkbook control. "This call transfers ownership promote the service by customers. Thus they discovered the ease of access and timeliness of an automatic function, a transfer takes about 35 seconds by a voice server, whereas with a counselor call the average is around $ 2.5 minutes, "said Claude Lemoine.
Moreover, the establishment of a intelligent routing tool allows a better distribution of calls between agencies of the bank has Banque Populaire Rives de Paris , contact centers and counselors. It significantly improves the overall rate of successful appeals.
"The migration of this solution generates positive lift despite its innovative side. We have seen a change in behavior, including an offset of calls to automated functions. Our goal is to move towards the 20% minimum by supporting our customers and their familiarity with this new helpline "Concluded Claude Lemoine.
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