2008 Winner Profile

Spiegel Brands

Project Description:
Spiegel Brands deployed guided interactive voice-response technology, eliminating the need for customers to navigate menus when contacting a call center. The system features a humanlike virtual agent, who asks callers, "How may I help you?" and directs the call based on what the caller says. A human guide is able to interact with the IVR, helping it to understand exactly what the customer says. The company completes calls successfully 70 percent of the time within the IVR, compared with the industry average of 30 percent. Meanwhile, the company has reduced by 20 seconds the average time it takes to handle a call
Project type:
CRM, Databases, Network
Business Functions:
Customer Service/Support
Business Goal:
Customer
CEO:
Geralynn Madonna, CEO
Headquarters:
New York
Industry:
Retail/Wholesale/Distribution
Revenue (2007):
$250 million
Website:
www.spiegel.com
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