EE consolidates its IVR self-service
EE, the UK’s largest mobile telecommunications operator with 38 million subscribers, has selected Voxeo Prophecy IVR and CXP (formerly VoiceObjects) to consolidate and migrate its multiple legacy self-service platforms across its T-Mobile and Orange combined network. This is part of an on-going programme to establish a consistent technology and service support infrastructure for EE’s rapidly growing business.
Voxeo’s Prophecy IVR and CXP platforms give EE the ability to rapidly design, build, operate and analyse all of its PrePay, PostPay and Broadband applications. This improved service will serve more than 3 million customer interactions every day.
“Our customers’ appetite for efficient, user-friendly self-service is growing rapidly,” says EE’s Head of Contact Delivery, John Reid. “EE is a digital brand with a whole suite of different ways for customers to self serve and speak to us. However, we fully recognise that the telephone remains our biggest channel, and have focused on IVR capabilities as a key step in the evolution of our self-service capabilities. Voxeo provides an ideal platform from which we can move forward well into the future, adding service channels to meet our customers’ changing preferences.”
Voxeo’s technology will manage approximately 5,000 simultaneous interactions and can easily scale further, as needed, to accommodate future growth in EE’s customer base. At the same time, Voxeo CXP’s analytical capabilities allow EE to understand how customers are interacting with self-service and constantly refine their applications to maximise performance and optimise the customer experience.
“The ability to add new self-service applications quickly is a valuable competitive advantage in our fast moving industry,” says Reid. “It allows us to extend the sales window for new products or services and respond quickly to our customers’ changing support needs and preferences. In addition, by being able to develop and manage our own applications, we expect to reduce both our costs and dependence on third parties.” Across numerous international deployments, Voxeo CXP has been proven to reduce application development costs by 50 percent and on-going maintenance by 80 percent.
The implementation of both platforms and more than 96 existing EE self-service applications are complete. During the migration and throughout the lifecycle of the applications, Voxeo’s analytics monitors performance, arming EE with the insight needed to redesign and redeploy when necessary for greater effectiveness.