Client Successes

Selecting the Right Interactive Voice Response System for Your Customers' Needs

Mobile Wireless Service Provider

Challenge

Enhancing customer service - how do you choose the right IVR for your customers? This mobile wireless services provider targets the needs of customers who are under-served by traditional communications companies. The service offers customers unlimited anytime minutes within a specific calling area over an all-digital CDMA network, across 39 markets in 20 states. As part of their ongoing efforts to scale customer service operations, the mobile wireless provider has recognized the need to improve the capabilities and responsiveness of its out-sourced Interactive Voice Response (IVR) system and provider.

Approach and Results

The customer requested assistance from Customer Value Partners (CVP) to validate business case drivers for the IVR program and develop a Request for Proposal for a new Interactive Voice Response (IVR) system for customer interaction management. We needed to identify between four and six IVR vendors that would be appropriate for this procurement, manage the selection process through contract negotiations, and develop a detailed work plan for the IVR implementation. After going through a formal selection process that included site visits to the finalists' locations, a final selection was made, and CVP supported the customer in contract negotiations, resulting in a completed vendor selection.