UNH wins with IntelliSPEECH®
As seen in Avaya Extra
Not happy with your call-answering coverage after hours? How about weekends? Need to free up your operators to perform additional tasks? These are just some of the issues the University of New Hampshire faced. And hiring new people to handle the increasing volume of calls was not an option.
With the decision to deploy SDC's IntelliSPEECH AutoAttendant, UNH was able to re-direct the answering and transfer of calls through the self-service style of call answering that speech recognition provides. Tina Sawtelle, UNH's Business Operations Manager in Telecommunications and Client Services, said, "At UNH we have realized many benefits in utilizing the system. These include expanded hours of service, efficiencies in staffing and quicker connection times within our directory services. After implementing and seeing the success, we are looking at new ways to utilize our operator staff where other resource needs exist."
The switch platform is an Avaya Definity G3. Calls are directed to IntelliSPEECH, a server-based application, which is configured with four channels and currently has over 10,000 names entered. The two systems integrate seamlessly via analog connectivity.
Tina added, "What surprised us was the number of calls we were receiving after hours. The reports providing traffic analysis gave us the ability to not only see what was happening, but clearly pointed out when we needed to reschedule our live operators as well. The system is handling over 6,000 calls per week, of which over 1,500 are after hours." IntelliSPEECH utilizes an SQL database directory. In addition to the AutoAttendant, it has features like Personal Assistant for reading e-mails and voice-activated dialing and General Information to answer commonly-asked questions.
For more information, call 603-629-4242 or email info@sdcsolutions.com.
