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| Customer self-service solution |
| Disney Mobile |
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The Challenge
Disney Mobile wanted an advanced self-service IVR solution to enable their mobile virtual network operator (MVNO) customers to obtain as much account information as possible without needing to speak to a customer service agent. The solution needed to integrate seamlessly within an Avaya media server environment and facilitate their Citrix farm CTI distribution. They chose Encoded to provide this key system because we best understood their requirements and because of our technical expertise and flexible, consultative approach. We also committed to delivering the solution within a very tight deadline. |
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The Solution
Encoded designed and developed a bespoke customer self-service solution and combined this with our advanced queuing and call-back systems. The solution was deployed on Encoded’s Titan Voice Switches and installed within two data centres to offer real-time, independent redundancy. Customers were able to retrieve balance information, top up their credit and speak to customer service operators, and the solution featured CTI screen pops and live radio hold music. |
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The Result
Disney Mobile has a cost-effective, highly resilient automated customer service platform that delights callers and will provide a return on investment within 9 months. |
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