Voxeo Talks

Okay, I admit, given that in my life I’ve bought a good amount of furniture from IKEA, it was rather fun to learn that IKEA Germany has launched a new self-service phone/voice portal using our VoiceObjects software. As the VoiceObjects news release states:

Swedish furniture retailer IKEA recently launched a new self-service phone portal designed, developed, and integrated by Excelsis utilizing the Voxeo VoiceObjects phone application server and development tools. The new phone portal provides IKEA customers with innovative self service options, including information about the in-stock availability of more than 10,000 articles, a store locator, information on delivery costs and payment details, and SMS notification services.

IKEA’s primary goal in deploying a new phone portal was to assure a high level of customer satisfaction. IKEA focused on automating common yet simple customer requests. More complex or unique customer requests are transferred quickly to IKEA service agents after the phone portal collects basic account information. This information is passed automatically to the customer service agent. In combination, IKEA’s focus on automating basic calls and quickly transferring other calls significantly reduces customer hold time and improves customer satisfaction. Finally, the new voice portal needed to provide a flexible and future-proof platform, allowing IKEA to quickly respond to ever-changing market needs while maintaining high call quality.

So if you are in Germany, you now can call in to this service and find out if IKEA products are available, where stores are and more. More information can be found in the news release.

Now if only there were an IKEA store closer to where I live now… I need to buy some new glasses to go with the ones we bought there 5 or 6 years ago…

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Technorati Tags: applications, voiceobjects, voicexml, voxeo, ikea, voice