Globe Telecom expands IVRS

As Globe Telecom achieved a three-million-strong customer base in the first half of 2001, plans were set in motion to upgrade its 24-hour Call-in-Service. At the top of the list of priorities was to scale up its Interactive Voice Response System.

The carrier has been offering excellent customer service since it implemented an Interactive Voice Response System for its 24-hour Call-in-Service.

Globe’s first IVRS is a Periphonics VPS-is7500, which is an analog system and is equipped to handle 120 calls simultaneously. Because of the large volume of calls, Globe bought another IVRS to handle additional 120 calls. The new system is the Periphonics VPS-is9500.

The upgrade consisted of an increase in port capacity, as well as a revision in the applications running on the IVRS. One such revision is the integration of Islacom Customer Service into Globe’s 24-hour Call-in-Service. The main menu now consists of Islacom and Globe transactions.

With the new expanded IVRS application, the transfer of calls to a customer service representative is now skills-based. The IVRS is interfaced to a Nortel Networks Symposium Call Center Server that provides intelligent routing of calls based on skills. There are skill sets for Handyphone, for Globelines and for reporting of lost phones.

There were also modifications in the call flow, such as the customer account validation through Easy Access Code. Before, when a post-paid subscriber is going to access his account, the IVR asks for the Easy Access Code. With the new call flow, the IVR only asks for the Easy Access Code when a caller requests for a copy of the bill.

The new equipment is located at the Globe Telecom Plaza. This is also the new location of the Call Center where Globe Telecom’s customer service representatives are housed.

The Globe and WeSolv implementation teams delivered the project on time. The VPS-is9500 was launched on April 22 last year, alongside the modified application with skills-based transfer. (Source: convergence@WeSolv)