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Avaya Inc. (NYSE: AV), a provider of corporate networking solutions and services, has been selected by QVC, Inc. to provide interactive voice response (IVR) systems to help the company expand and enhance the automated ordering component of its customer relationship management strategy. The agreement includes Gold Systems, Inc.'s Vonetix product and applications that will match customer requests made through the IVR system with QVC databases and company information.
"Customer service plays a major role in the QVC shopping experience, and, consequently, it's important that we have a premium automated ordering system," said Bruce Lummis, vice president, Telecommunications, QVC. "Avaya's interactive voice response system meets critical requirements for high customer demand, flexibility and connectivity to QVC's order processing systems, allowing us to provide a personalized quality to our automated ordering system."
In 2000 alone, QVC received more than 109 million phone calls from its U.S. customers, with 43 percent of orders completed by customers choosing automated ordering. The Avaya IVR systems will be installed in QVC's customer support centers in Pennsylvania, Florida, Texas, and Virginia. The systems can simultaneously handle up to 3,000 customers...