Voiceweb SA Launches Envox-Based IVR Solution for Village Roadshow Moviegoers in Greece
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Highly successful speech-enabled voice solution automates 80 percent of incoming calls and receives industry acclaim for improving the customer experience while slashing contact center costs
WESTBOROUGH, Mass., May 7 / -- Envox Worldwide, a leading global provider of voice solutions, today announced that the Envox Communications Development Platform has enabled the cinema group Village Roadshow to automate 80 percent of its customer calls. Village Roadshow Ltd. is an Australian-based entertainment firm that operates multiple cinemas and multiplex theatres in 16 countries. Working with VoiceWeb, the premier speech application developer and value-added service provider in Greece, they have developed a speech-enabled interactive voice response (IVR) movie information and ticket service.
"VoiceWeb's solution for Village Roadshow is an outstanding example of how Envox-based voice solutions can boost customer service while reducing operating costs," said Mark D. Flanagan, president and CEO of Envox Worldwide. "To date the solution has handled more than 1.5 million calls. We are delighted to have enabled such a successful and well-accepted customer service solution."
Mr. Darivakis Kostas, general manager of Village Roadshow Greece SA said, "As a service provider in the entertainment business, Village Roadshow understands the value of its customers and is continuously looking to improve service for those seeking movie schedule information and tickets. We needed a speech-enabled IVR solution that would quickly answer routine questions and process ticket orders as well as offer a better solution for the call centers operating at each cinema. But, most importantly, we needed a solution that was tailor-made to our evolving needs and products. The Envox Communications Development Platform enabled us to achieve this."
He added, "Within six months of its implementation, our voice portal gained the confidence of Village Roadshow customers and a considerable percentage of our clients choose to buy their tickets through this system. Our voice ticketing system is available 24 hours a day, 365 days a year; and, our customers appreciate that they can buy their tickets with virtually no wait, even during peak hours. Users can access our system from any phone, and the speech-enabled solution provides for a great user experience."
Village Roadshow turned to VoiceWeb to provide customers with an automated voice solution for routine inquiries and ticket sales, while offloading calls from their agents. VoiceWeb designed a speech-enabled movie information and ticket service based on the Envox Communications Development Platform. The service features a natural language interface for simplified navigation, and to make it more relevant to users, an engaging and fun actor's persona was used for the voice user interface (VUI). The service incorporates key features crucial to customer satisfaction such as: Intelligent Alternative Solutions, Automatic Selections, Proactive Exceptions Case Handling, Context Specific Help Town Identification and User Experience-Level Dynamic Adjustment. And, it supports all cinemas and multiplexes, days, show times, seats, screen types and movies so that the user can buy tickets quickly and easily according to their specific criteria with full voice credit card clearing.
The rapid development capabilities of the Envox Communications Development Platform were used to quickly design the IVR system's call flow, enhance it with advanced speech recognition capabilities and integrate it with Village Roadshow's existing ticketing application. Additionally, the Envox-based solution handles call transfers for customers that require the attention of an agent. Calls are now sent to a centralized call center eliminating the need to maintain agents at each cinema location. VoiceWeb also implemented a Web ticketing portal that provides movie schedule information and enables moviegoers to purchase tickets for all Village cinemas and multiplexes in Greece.
To date, Village Roadshow has been able to automate 80 percent of its customer calls, significantly outperforming its 50 percent automation goal. In addition, more than 1.5 million calls have been served via the IVR solution.
By centralizing its call center agents, the average customer wait time to speak with an agent dropped by roughly 90 percent. Before the new Envox-based solution was implemented, customers waited an average of eight minutes to speak with an agent with the wait time sometimes soaring to 45 minutes during peak times. Now, the automated service instantly serves the majority of customers, while those callers requiring agent assistance generally wait only one minute (possibly up to four minutes during peak times).
"We are pleased to see that VoiceWeb's ticketing solution has helped Village Roadshow to both improve customer service and reduce its high customer care costs. This voice solution has gained the acceptance of customers and speech industry experts alike, and has helped us to achieve our strategic goal of global expansion by attracting customers from abroad," said Dr. Nikos Patsis, CEO of VoiceWeb.
About Village Roadshow
Village Roadshow Ltd is a Melbourne-based entertainment firm active in 16 countries globally. Village Roadshow operates core businesses in cinema exhibition, movie production, film distribution, radio and theme parks. In cinema exhibition, Village has exported its expertise to the world, developing cinema circuits in countries as diverse as Singapore and Italy as well as Greece. In movie production, the company is one of the most successful independent producers in Hollywood with recent successes including Two Weeks Notice, The Matrix Reloaded, The Matrix Revolutions, Mystic River and Ocean's Twelve.
About VoiceWeb SA
VoiceWeb is the premier Speech Application Developer and Value-Added Service Provider in Greece. VoiceWeb develops and operates a variety of cutting-edge Voice, SMS, Web and Video applications that create new revenue opportunities and improve customer satisfaction. Combining advanced telephony features with cutting-edge VoiceXML technology and web capabilities such as VoIP, VoiceWeb is committed to providing the next generation of interactive value-added and customer services to its clients. VoiceWeb's activities include the inception, design, development and hosting of Voice, Web, SMS and Video Applications including Voice Portals, Voice Banking, Virtual Call Centers and Voice and Web Ticketing Systems. For more information, please visit www.voiceweb.eu.
About Envox Worldwide
Envox Worldwide is a leading global provider of voice solutions. The company's software and related services, including Envox OnDemand, dramatically reduce the time, cost and complexity of creating voice solutions. These products and services enable enterprise customers and service providers to significantly reduce operating costs, improve customer satisfaction and retention, and generate new revenue streams. Headquartered in Boston, Envox's products and services are available through a network of global channel partners. For more information, please visit www.envox.com.
Source: Envox Worldwide
CONTACT: Catherine Van Evans, +1-508-871-7604, or Darby Johnson, + 1-603-559-5809, djohnson@beaupre.com, both for Envox Worldwide
Web site: www.envox.com/
http://www.voiceweb.eu/
