The days of listening to a automated voice telling you which numeric options to press are now over. Telenor customers will no longer need to spend time listening to a recorded message when they call the helpline. Soon, they will just need to swipe through options on their smartphone screen and dial the number that directs them to the department concerned without any unnecessary delays.
Telenor has partnered with Vivid Technologies to enhance their customer service experience. Vivid is enabling an enhanced telephony customer service through upgraded technology in terms of visual navigation.
Conventionally, people are required to dial helplines, wait for instructions and then they are connected with an operator after being placed on hold for a while. When given the option, people skip the interactive voice response (IVR), rendering the use of the conventional system redundant.
Vivid Technologies is a mid-stage company with a presence in the UK and headquarters in the USA. Since opening shop two years ago, they have raised funding from countries as widespread as the UK, USA and Japan and from companies like Sunbridge Ventures, Telefonica and Microsoft UK.
Under this partnership, Vivid claims that it can reduce enterprise call center costs by 26%, improve customer satisfaction by 65%, and help reduce incoming call traffic by 30-35%, thereby making it cost effective, engaging and interactive.
According to Vivid, it takes only 6 seconds on the visual IVR to consume the information or carry out an action as opposed to the 60 seconds that were taken on a first generation IVR. Furthermore, the technology can also optimize staffing efficiency by 12%.
“When I first experienced the digital IVR, it made sense right away,” says Irfan Wahab Khan, CEO of Telenor, Pakistan. “Our customers are getting digitally aware every passing day and Vivid’s digital IVR gives us an opportunity to remove the friction and get up close with our customers in a unique way.”
Telenor is now leading the wave with mobile agriculture, fin-tech, female empowerment and becoming more customer-centric.
Integrating the technology with their contact centers, Vivid will be introducing this entire setup for Telenor customers through their 345 helpline by early 2017.
The deal with Vivid Technologies was finalized in November 2016 and as part of the deal, Vivid will also be moving to other Telenor business units in the Asia-Pacific region such as Myanmar and Bangladesh.