Leading Mobile Operator Revolutionises Customer Services With IVR

Overview

Orange Spain wanted to increase the quality and convenience of services for customers, while reducing its operating costs. They aimed to achieve this by automating responses to common customer queries and streamlining access to information and services. They also wanted to free customer service agents from routine call answering and allow them to focus on value-added up-selling and cross-selling activities. The company has deployed new IVR services based on Nortel Media Processing Server 500 and 1000. These allow customers to change tariffs, top up their accounts and request information in an automated way using a single contact number.