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Infocom Communications Network, Inc. (INFOCOM)
WeSolv provides Interactive Voice Response System for Nextel's Call Center
Infocom Communications Network, Inc. (INFOCOM), the company that brought us the most advanced paging service through Infopage, has purchased an Interactive Voice Response System provided by WeSolv Open Computing, Inc., a wholly-owned subsidiary of Fujitsu Philippines, Inc.
The Periphonics IVRS will complement Infopage's new service offering, the Nextel Call Center for the company's Nextel subscribers. Nextel is the first and only mobile communication device that successfully combined the functions of three essential services in just one lightweight, pocket-sized handset -- a digital two-way radio, digital mobile phone and alphanumeric pager.
The IVR system's primary role is to support Nextel Call Center's dedicated team of telemarketers, after-sales support personnel, and telecommunicators. The installation of the IVRS is aimed at eliminating 'eternal waiting' or 'eternal ringing' during heavy call volumes. In addition to this, the IVRS will automate some of Nextel's services and make them available 24 hours a day 7 days a week, with minimal operational costs.
According to Edward Palamos, Nextel's Call Center Manager, "Good service means being considerate of the customer's time and effort." It all begins with having a very good product that is made available to the customer at a reasonable price. The next step is to stay in touch with that customer, providing all the information and assistance that he may need to be able to make more effective use of the product. By far, the most efficient way of doing this is through the phone and through a Call Center.
Palamos adds, "A Call Center is the fastest and most efficient way of providing after sales service, or 'Customer Care". We want to be accessible whenever our customers need information about our products and services, and whenever they need technical or non-technical assistance. A Call Center with the right people, equipment and management, is a way to maintain customer loyalty. Through the Call Center, the relationship between the company and the Customer is strengthened."
Another good reason for setting up a Call Center is that it is the least expensive way of providing after-sales service. Through its Call Center, Nextel can reach out to a greater number of people in a wider geographical area, without having to set up many branch offices.
Role of IVR Technology
The Nextel Call Center team consists of 20 dedicated personnel composed of telemarketers, after-sales support agents and telecommunicators. "We view the Periphonics IVRS as the primary tool in improving our Customer Service," says Palamos. "We plan to automate some of our operator services, and should eventually be able to provide 24-hour service while keeping operational costs at a manageable level."
Nextel's Periphonics VPS/is2 IVR system offers the following services:
- Products and services information - allows customers audio text access to current Nextel products and services
- Transfer to live agents - allows the customers to talk to a live agent that will provide a more intimate customer support that the IVRS cannot provide at the moment; and,
- Voice Mail Box - provides a means for the clients to leave a message for Nextel Support Personnel in cases where all the agents are engaged, during holidays or after office hours. This facility enables the agents to return the call once they are available. Soon, the Call Center application will be able to automatically provide real time billing.
WeSolv General Manager Peter Tan, says, "The Periphonics IVRS is really a worthwhile investment for Infocom. The system enables the call center to handle a lot more calls, especially during peak hours. It also greatly improves Nextel's accessibility to its customer base by giving the customer a handy alternative to visiting Nextel's business offices. And it decreases, if not totally eliminates, abandoned or missed calls, which lead to missed sales opportunities or unsatisfied customers."
Palamos mentioned three reasons why Infocom chose WeSolv to provide the IVR system. "First, the selection team chose WeSolv because of the Periphonics equipment itself. During the selection process, we closely studied the specifications and capabilities of all equipment presented to us, and it appeared that the Periphonics system is the one that could meet most of our requirements with the fewest complications."
Thirdly, Palamos stresses that company likes dealing with the people at WeSolv - from the General Manager to the engineers. "WeSolv makes us feel that we are important, if not their most valued customer. During their presentation to us, they assured us of their 100% after-sales support, any day and anytime. And we are very satisfied that they are living up to that. We felt their sincerity not only from their words but also from their actions."
Henry Aguda, the Chief Information Officer of Infocom, headed the IVR selection team which included Rommel Frias, Desktop Support, Data & Voice Network Manager; Rudgen Cauguiran, Voice Network Supervisor; and voice network engineers Joel Gabasa and Bong Dangca. A Formula for Future Success According to Palamos, in the future, communication companies will try to outdo each other in terms of service and accessibility, which will be the main criteria for superiority of service. Companies will have to automate more and hire fewer people to maintain their profitability. Customers will opt for the company with the reputation for high quality of service; they will go where they find real value for their money.
"True competitiveness is achieved if a call center has a very good IVR to support its objectives, and if the IVR vendor can truly help provide a Call Center Solution," he claims. "Nextel Call Center's aim is to provide world-class customer service. With our people's talents supported by leading-edge technology and equipment such as Periphonics from WeSolv, we're determined to make it a reality in the least time possible."
