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TietoEnator has announced the completion of its IVR integration project with
Hitachi Capital Consumer Finance.
The project integrates Hitachi Capital’s telephony system for incoming customer
calls, with the TietoEnator system for managing customer credit agreements.
The number of consumer credit agreements continues to rise and inevitably
results in an increase in call volumes into Hitachi Capital’s Customer Contact
Centre.
The company places a high priority on customer service as well as managing the
call volumes in the most cost effective and efficient way possible.
Hitachi Capital initiated the IVR integration project in support of these
objectives.
Tony Blythe, Operations Manager, at Hitachi Capital commented: “We estimated
that half the calls into our Customer Contact Centre ask for one of two pieces
of information, a settlement figure or the customer’s next payment date.
"It made sense to automate these calls and we currently anticipate that 75% of
these routine calls will be handled by the new system within three months of the
project completion date, and 100% within six months.”
Consumers calling Hitachi Capital’s Customer Contact Centre are now guided
through a couple of options and use the telephone keypad to find the answers
they need.
With all the requested information residing in the TietoEnator Instalment Credit
system, the relevant data can be accessed in a fraction of a second while the
customer awaits his next telephone instruction.
Commenting on the project, John Prentice, Head of Business Change at Hitachi
Capital, stated: “The TietoEnator team contributed significantly to the success
of this project.
"The team was proactive, enthusiastic and reliable, making a positive difference
to the outcome.
"More importantly, development was timely, with any issues resolved quickly.
We’re delighted too that the customer take up of the IVR service has been much
faster than we anticipated.”
Source:
Getting Paid
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