Envox Worldwide has many customer success stories spanning industries and technologies. Select the application area that best suits your needs, or click on one of the abstracts below to see the full case study.
- Alerts & Notifications
- Automated Directory Assistance
- Carrier Services
- Contact Center & CRM
- IVR & Enhanced Self-Service
- Voice Portals & Mobile Internet
Alerts & Notifications
Advanced Control Systems Standardizes on Envox 6 To Create IVR Solutions For The Utilities Industry
Advanced Control Systems, the oldest privately-owned provider of real-time utility information systems, wanted to extend their solution offering by incorporating interactive voice response (IVR) and call center management capabilities. By standardizing on Envox 6, ACS was able to quickly and cost-effectively voice-enable their software to provide a more competitive solution and capitalize on additional revenue opportunities.
Organon N.V.'s New Clinical Trial System Speeds Drug Introductions
Organon, the largest Dutch research-based pharmaceutical company and the largest pharmaceutical business unit of Akzo Nobel, utilizes an Envox-based IVR solution to efficiently collect, analyze and present clinical trial data. The company can now manage studies more effectively to help speed the introduction of important new medicines.
Alerts Get Personal
Adeptra, provider of 2-way alerts that notify customers of potential credit card fraud, relies on the Envox platform for the development speed and flexibility they require to create highly personalized, hosted, interactive alerts and notification services for their customers. The Envox Communications Development Platform enables them to introduce service enhancements quickly and productively.
Automated Directory Assistance
VoltDelta Partners with Envox Worldwide to Offer Hosted DA - CXP for Next Generation Operator and Enhanced Services
VoltDelta, the leading provider of telephone directory assistance solutions and information services, has standardized on the Envox 6 Communications Development Platform for their new service: VoltDelta Hosted DA – CXP. This speech-enabled, VoIP solution empowers telecom providers to convert aging operator service cost centers to modernized, revenue-generating contact centers.
VoltDelta Partners with Envox Worldwide to Deliver Automated Operator and Enhanced Services
VoltDelta, the leading provider of telephone directory assistance solutions and information services, has standardized on the Envox Communications Development Platform to provide telecommunications companies with speech-enabled Automated Directory Assistance services. For VoltDelta, Envox offered a carrier-grade platform with complete flexibility to choose the technologies and speech products that best fit their clients' needs.
Carrier Services
VoIP, Inc. Selects Envox CT ADE to Power VoIP E911 Verification Service and Slashes Time to Market by 80%
When designing their VoiceOne Enhanced 911 service, VoIP Inc. wanted to offer an IVR self-service solution that would directly empower subscribers to continuously verify and update their location information – even while traveling. Their development team used Envox CT ADE to reduce a projected six to nine month development cycle to just three weeks.
Envox-based SS7 Solutions Enable Innovative Subscriber Services for Swisscom
Swisscom has standardized on the Envox 6 Communications Development Platform to speed delivery of new subscriber services. New services, such as Speaking Clock and Wake-Up Service, have significantly increased customer loyalty and opened up new revenue opportunities for the carrier.
P&T Luxembourg: A clear choice for an open IVR-platform
P&T Luxembourg, a major telecom operator in the Grand Duchy of Luxembourg, was tired of paying high maintenance costs on a legacy voice mail system that no longer provided the functionality the company needed. They replaced it with a VoiceXML-based solution developed and deployed on the Envox Communications Development Platform to get the new features they needed now as well as greater flexibility for the future. Based on this success, P&T Luxembourg plans to standardize all of its voice applications on the Envox platform to further reduce maintenance costs and converge speech solutions for both its mobile and fixed networks.
Contact Center & CRM
TransUnion Gains Call Center Efficiencies by Processing Thousands of Support Cases Using Salesforce and Envox PhoneLink
TransUnion, a leading global information solutions provider that offers a broad range of financial services, wanted to make its call centers more efficient and allow agents to up-sell or cross-sell customers.
LaunchPad Communications Chooses Envox Worldwide’s CTI Solutions
LaunchPad Communications, LLC is a specialist in marketing products and services through direct-to-consumer campaigns. They worked with Envox to CTI-enable their CRM solution and automatically collect important call data to better understand advertising success rates. They also implemented a screen pop solution to empower agents to quickly engage the caller in a more meaningful conversation from the start.
Two thumbs-up: Envox-based Speech Solution for Moviegoers
Village Roadshow Ltd is a Melbourne-based entertainment firm specializing in cinema exhibition, movie production, film distribution, radio, and theme parks. They operate a chain of movie theaters across Greece. Envox partner VoiceWeb created a speech-enabled voice portal that allows customers to check movie times and order tickets. The Envox-based solution automated 82% of calls, lowered average queue time by 87% and reduced agent staffing requirements by 95%.
Cincom Standardizes on Envox CT Connect to Add CTI Capabilities to their Synchrony Contact Center Solutions
Cincom Syncrony is a contact center solution designed to optimize customer interactions and agent productivity. Their product development team utilizes Envox CT Connect to enable a wide range of CTI capabilities including agent screen pop, intelligent call routing and soft phones. Envox CT Connect lowered Cincom’s development time by 70% and ensures Synchrony’s compatibility with a wide range of customer PBX environments.
Major Southern California Utility Utilizes Envox CT Connect to Optimize Call Center Operations
This utility implemented an Envox-based CTI solution to ensure that their contact center could handle rising call volumes without increasing staff.
Aargon Collection Agency Builds Distributed VoIP Call Center with Envox 6
Aargon needed a solution that would integrate their four existing call centers into one virtual call center, enable them to use a VoIP network to reduce phone charges, minimize call wait time and expand service hours, provide self-service options for callers and handle both inbound calls and outbound dialing campaigns. They chose to develop their own call center solution with Envox 6 that featured multi-site IP PBX, IVR, predictive dialer and agent desktop applications.
Major CRM Company Partners with Envox Worldwide to Deliver CTI Capabilities for Contact Center Products
To expand its appeal to smaller call centers, this CRM Company wanted to improve their contact center offering by providing cost-effective CTI capabilities. They utilized Envox CT Connect to reduce the integration and testing work that would be required to ensure compatibility with the wide range of PBXs available in the marketplace today.
Self-Service Solutions Enhance Receivables Operations at AllianceOne
With 2,400 employees and 17 offices across North America and the Caribbean, AllianceOne is one of the leading providers of receivables management services. When AllianceOne decided to add interactive voice response (IVR) capabilities to their offerings, they sought a solution that would minimize the total cost of ownership (TCO) and dramatically improve their call center operations.
Hilton Hotels Improves and Expands Existing Call Center Infrastructure with MicroAutomation Solution
When Hilton Hotels acquired rival Promus Hotel Corporation, the company quadrupled its number of hotels. This put significant pressure on a company already handling over 31 million reservation calls annually. Using Envox CT Connect, contact solution provider MicroAutomation revamped their call handling, IVR and agent tools to increase productivity and enable existing agents to handle the rising call volume. As a result, Hilton Reservations Worldwide estimates that the solution added more than twenty hours per day of additional customer contact at each of its call centers.
Travel Group Improves Marketing Success with Envox CRM Application
Ticket BBL Travel, a joint venture that includes over 45 individual travel agencies, manages centralized marketing campaigns to generate leads for its member agencies. To maximize results, they implemented an Envox-based intelligent front-end to their phone response operations to ensure that calls being distributed to their numerous offices were answered both promptly and by a company that best matched the customer's needs. The solution also features VoIP to reduce the cost of transferring calls to member agencies.
Taiwan's Largest Insurance Company Implements Speech-Enabled CRM Solution
When Cathaylife, the largest Taiwanese insurance group, decided to establish a new e-contact center in Taiwan, they chose an Envox-based IVR solution to automate many customer service functions including eligibility reporting, claim status, agent locator, forms-by-fax and more. INTECS, the leading Asian speech solution provider, utilized the Envox Communications Development Platform to easily integrate these IVR solutions in a Genesys environment and cut programming time by 30%.
IVR & Enhanced Self-Service
Envox Powers EVA, the Electronic Voice Assistant from Quentris
Quentris, one of Europe’s largest voice, data and image convergence specialists, created EVA to provide enterprise customers with a speech-enabled auto attendant. It automates routine operator functions, enabling organizations to lower expenses and focus personnel on more value-added tasks. By developing and deploying their solution on the Envox Communications Development Platform, Quetris slashed time-to-market and released their new product in just 2.5 months.
Green Mountain Energy Company Selects Next-Generation Voice Solution from Envox Worldwide and Increases Automation Rates by 100%
Green Mountain Energy Company had an outdated IVR system that was difficult to use and drove customers to request agent assistance, even for routine transactions. Envox Worldwide replaced their system with a next-generation solution based on Envox 6, the company’s open, standards-based development platform. The Envox Professional Service Group designed a new speech-enabled voice user interface to provide Green Mountain customers with 24 hour access to Account Information and a Bill Pay service. The new solution has increased automation rates by 100% and enabled Green Mountain to automatically collect twice as many payments compared with their previous system. By decreasing the number of calls vying for agent assistance, Green Mountain is able to provide faster service for those customers that do require personal attention.
Microster Pty Limited Voice-Enables Workforce Management Solutions with Envox CT ADE
Microster, an Australian based provider of strategic Workforce Management Systems, wanted to enhance their software with IVR capabilties. Envox CT ADE enabled them to launch this new product in just three months and offer it at an attractive price point to provide a rapid return on investment for their customers.
Selectron Technologies Standardizes On Envox CT ADE to Create IVR Solutions for Government Agencies
Selectron Technologies provides IVR and call center solutions for city and county government agencies throughout North America. By standardizing on Envox CT ADE, Selectron is able to easily customize the solution for each government agency – an advantage that helped them become a premiere solution provider in this market.
Voice-enabled Web Services: The Route to Passenger Satisfaction for Belgian Bus Service
STIB, the Belgian mass transit operator, was determined to assist travelers with real-time bus and subway arrival information. At first, they offered web access to schedule and delay data. To meet the needs of mobile travelers, STIB wanted to provide anytime/anywhere access via telephone. However, the cost of providing this service appeared prohibitive as the revenue generated by a ticket sale did not cover the cost of handling a local call. To restrict the costs of development and delivery, STIB chose to speech-enable their existing web application with an Envox-based solution.
Datahouse Technology LLC Extends VIP Pharmacy Management Offerings with Prescription Refill Solution Based on Envox CT ADE
By using Envox CT ADE, Datahouse Technology was able to limit development costs, speed time-to-market and profitably launch their new prescription refill IVR offering.
Speech Pays Off for Swedish Pharmacy Chain: ROI on Customer Service Solution Achieved in Just Two Months
TeliaSonera, the leading telecommunications company in the Nordic, designed a store locator and hours-open solution to automate customer service inquiries for Apoteket, the Swedish national pharmacy chain. The solution was developed and deployed on the Envox platform to easily integrate speech-enabled IVR services into the client’s Genesys call center environment. The solution handles calls for over 900 pharmacies and generated a return on investment (ROI) in just two months.
Envox CT ADE Enables Transcription Service to Eliminate Downtime
EMDAT provides a comprehensive suite of medical transcription services including enabling clinicians to record notes over the phone. Though their dictation process was flawless, EMDAT was facing a one serious problem with their solution delivery - their telephony system was unreliable. As a result, it was having a serious affect on their customer satisfaction, and their bottom line - costing them almost $8 per minute in lost revenue. The company needed greater reliability and stability out of its telephony systems.
Envox Selected to Power IVR Solutions for ClinPro Inc.’s Medical Research and Clinical Trial Services
ClinPro offers IVR solutions for managing clinical trials and research programs that automate subject randomization, interactive surveys and diary data collection. The company achieved two important goals with the launch of IVR services. First, they were able to significantly reduce the cost of data collection while improving efficiency. More importantly, they were able to conduct larger, more comprehensive studies by providing a centralized system for managing research activities on a global basis. The Envox Professional Services organization developed the first solution for ClinPro, which manages research activities in 81 sites across 18 countries.
Edge Information Management Deploys Pre-Employment Screening Services on Envox 6
To win a large retail client, Edge Information Management, a leading provider of pre-employment and drug screening related services, needed to customize their IVR solution to better fit with the company’s existing HR business model. When they found their existing Pronexus system could not be easily upgraded to accommodate the change, Edge chose the Envox 6 Communications Development Platform to gain the flexibility they needed to meet this customer’s needs.
CyraCom Speech-enables Interpretation Services for the Health Care Industry
CyraCom International utilizes the Envox Communications Development Platform to power their Transparent Language Services™, phone-based interpretation services to help patients who cannot speak English accurately communicate with their doctors and nurses. This solution features advanced speech recognition from Nuance and intelligent routing capabilities to speed delivery of this vital service. Widely recognized as a means to improve the quality of care, patient satisfaction, and health outcomes, CyraCom solutions are used in almost 700 patient-oriented hospitals across the United States.
Making Customer Service "Mobile" Increases Europolitan Vodafone's Productivity by as much as 20%
Europolitan Vodafone, a large mobile phone service provider, increased service productivity by 20% with their Envox-based interactive voice response (IVR), call queuing and automated callback services. It is part of a complete multi-channel contact center solution that gives Vodafone the ability to communicate with customers via phone, email, SMS, chat, fax or whatever method they prefer.
Microsoft Develops and Deploys IVR System with Envox in Only 3 Days
Microsoft selected the Envox Communications Development Platform to develop and deploy an interactive voice response (IVR) solution to automate the additional customer service burden expected with the launch of WindowsÓ XP in Asia. Microsoft rolled out their new licensing self-service system in only three days at a cost 4-5 times less than a conventional IVR solution. The licensing solution was later enhanced to include SpeechWorks speech recognition to improve solution accessibility and provide a more natural user interface for greater customer satisfaction.
Voice Portals & Mobile Internet
French Pay-Per-Use Voice Portal Deployed on the Envox Platform
K-Mobile, one of the leading premium rate and value-added service providers in Europe, developed and deployed a pay-per-use voice portal with over 2.5 million subscribers on the Envox Communications Development Platform. The company had a host of telephony, Web and data integration requirements that the Envox platform satisfied.
