AUTOMATED WIRELESS REPLENISHMENT

Background:

In an effort to reduce cost, a major telematics service provider had developed an elaborate IVR (Interactive Voice Response) system to permit drivers to replenish their accounts as calling minutes were used by buying additional minutes for use in their cars.

Challenges:

The system was initially deployed by a major global company, then assigned to a number of other global firms to be stabilized. As deployed, the system dropped almost every call it answered.

The platform was subsequently assigned to Persis for stabilization.  The window for completion was very short—just three months.

How the challenges were overcome:

At the time we were called into this project, we had never worked on an IVR system, and in general, voice platforms were not part of the technology suite we had tackled in the past.

Our team had to take an R&D approach by developing “sand boxes” where IVR calls could be simulated using “phone bags” designed to simulate vehicle-originated calls. The team also needed to study IVR systems and understand not only how their internal mechanisms functioned, but also how the calls were routed in and out of the system to the phone switches.

Given the short time frame, it was a monumental task to say the least ... exacerbated even more by our client's preference for hiring a “voice expert team” rather than Persis.

Expectations and anxiety were both very high indeed.

Results:

When work was finished, the system was able to process 100% of its designated call volume of 1,300 calls per day. The client was so surprised at the outcome that they monitored the system for another 30 days before declaring it a success.