Our client needed an urgent replacement. We were aware how time-sensitive this order was, and we created a prototype IVR in advance, replicating the fundamental operation of their already existing system in order to demonstrate how quick, easy, flexible and customisable our solutions can be. We worked closely with this client to establish a full list of requirements and tailored our software to their specific needs. We added a PCI DSS Compliant system to our IVR solution for the client to easily and securely handle their customer’s payments.
We accommodated last-minute change requests and were still able to deliver a fully documented solution for user acceptance testing on time. Because their IVR system is ‘mission critical’, we monitored the go-live carefully. We slowly transferred their traffic from their old system to the new, to avoid disruption for them and their customers. As the transition needed to be as smooth and painless as possible, the interface of our solution was made intuitive and easy to use and understand, in order for their employees to quickly grasp it.
Since going live, the platform has processed more than 450,000 calls and more than £25,000,000 of automated PCI compliant payments. The new IVR solution has enabled our client to take calls and therefore quicker than ever, increasing the performance of their employees, the overall number of orders and reducing the waiting time for their customers.