Stress-free reliability
Client Business Challenge
Sure, a lot of companies staff-up for the holidays: One global shipping carrier, for example, hires over 60,000 seasonal employees to help them "play Santa" in December. The 40% single-day spike they see in deliveries ripples through the phone system as customers call wondering if their packages made it out of the North Pole, and managing the deluge of calls is a critical need.
Tellme Solution
To stem the tide, they teamed up with Tellme to power their automated tracking system—an interactive voice service that uses advanced speech recognition technology to provide fast package-tracking over the phone. Tellme's world-class, network-based infrastructure allows them to scale their capacity on demand, no matter how large or concentrated the spike.
Results
For the holidays – and all year round – shipping customers can get a spoken response to package tracking requests in less than two seconds, reducing a complete call to just about a minute—less than half the length of an average call to an agent. This rock-solid performance creates consumer trust in Santa's shipping helpers, and the logistics experts trust Tellme's world-class platform to never drop a customer call.
