introduction
To read about a few of our successful deployments, please select a case study from the list below. These files open with Adobe Reader, which can be downloaded free of charge
here.
Auckland Co-op Taxis
VeCab® automates over 1.4 million bookings for Auckland Co-op Taxis.
"The call centre is the sharp edge of our interface with our customers, so it is a very important resource to us.
We have approximately 54 staff in our call centre and we run a 24/7 operation, taking approximately 3 million calls per year. With handling 3 million calls and looking at growth, how do we handle the increasing number of calls cost effectively and how do we deliver to our customers some form of value added service, where they have a consistency of service level available to them each time they call our call centre?
The system actually works in that if you call from an address that has what we call a templated number in our system, then that call will be handed over to our IVR system to answer your call and take you through the call process to make your booking.
We introduced Abby because we needed to maintain that competitive edge, needed to get a better speech-to-text engine or a better quality voice, so that our customers felt more comfortable with being taken through the call flow with a voice that sounded much more human. Abby is our upgrade persona, our first generation persona was called Ivy; and Abby is a much more upbeat, pacier voice. The call flow has been updated from our first call flow so that the customers let through the process, which gives our customers more confidence that they're talking to a process that knows what it's doing."
Abby is taking about 3000 bookings a day; depending on the hour of the day that percentage of our total bookings ranges from 16% to 53%.
...The only feedback we had is very, very positive. Where we had negative feedback - and there is only a few - we followed that up with a call to that customer to determine what their issues are and I think in almost every case we've been able to remove those issues and have them embracing Abby as their booking methods of choice.
We have already had some discussions with VeCommerce about providing Abby as a base for some further innovative solutions for some of our key accounts. They provided an ultimate service and the most important thing is that the VeCommerce solution works, and it works very well for us.