Replacement of Telecom Carrier Network Prompter with 2,000 Port Customer Voice Portal/Speech Solution
Company Overview:
This client is a top 5 health benefits company focused on health and wellness. They offer products such as PPO, HMO, traditional indemnity, Medicare health plans, and specialty health plans to over 11 million members, primarily in the Midwest and Southwest.
Purpose:
This client was using a telecom carrier network prompter application to provide call routing and segment calls to self-service applications and call centers. The existing network prompter solution was hosted with the carrier and had limited integration with their existing call routing solution. Also, it only had the capability to support DTMF interactions with calls. There was a need to capture alphanumeric input which drove their interest in looking at speech recognition solutions.
Business Objectives:
- Reduce operating costs including telecom carrier network prompting charges.
- Easily integrate with existing call routing solution.
- Simplify alphanumeric input from members and providers.
- Provide high availability.
The Solutions:
- Migrate the existing call prompter application from the carrier network prompter into an in-house speech-enabled solution leveraging Cisco's Customer Voice Portal (CVP) platform for enterprise queuing, routing and IVR self-service.
- Speech recognition applications from Nuance Communications.
- IVR self-service with over 2,000 ports.
- 24x7 support and monitoring.
The Process:
- Phased approach with the initial phase for providers and the subsequent phase for members, including the use of speech for alphanumeric input.
- Re-engineered call flows and call routing scripts to provide for easy, rapid changes to call flows, routing control, thresholds and in-depth reporting capabilities.
- The environment was designed around high availability requirements, with the architecture split across two sites.
Results:
- Significant cost savings with an ROI of less than 12 months.
- New reporting features that have greatly improved visibility to caller usage patterns.