Some Adaptive Audio Case Studies
Super-Regional Bank
A well known New York based retail bank and Fortune 500 company reduced call duration on its IVR System by over 10 seconds with the installation of Interactive Digital's Adaptive Audio software product. In addition to significantly shorter calls, Adaptive Audio also reduced abandonment rates and increased in the number of calls handled in the IVR.
About The Company
The bank has over 350 branches in New York, New Jersey and Connecticut and is a leader in the financial services industry. Management at the bank was pleased with the results of side-by- side pilot tests which show real ROI benefits and an improved, personalized customer experience for their automated calls.
About Adaptive Audio at this installation
Intervoice IQTalk/InVision Platform
InVision Application Development
25,000 Calls Per Day
Adaptive Audio reduced call times from 125 to 114 seconds
Retail banking application
Top 3 International Bank
One of the worlds largest financial services providers was able to reduce its IVR call duration by about 6 - 7 seconds, an eight percent reduction with Adaptive Audio. This has led to a decrease in the number of IVR ports required at peak calling periods, reduced telecom expenses and an increase in customer satisfaction.
About The Company
The bank is one of the largest financial services organizations in the world with well over 9,000 offices in 80 countries and territories in the Americas, Europe, the Asia-Pacific region, the Middle East and Africa. They provide a comprehensive range of financial services including personal financial services, commercial banking, corporate, investment banking and markets, private banking, and other activities.
About Adaptive Audio at this installation
Nortel Networks/Periphonics VPS Voice Hardware
Peri Producer under Solaris Unix for App Development
82,000 Calls Per Day
Adaptive Audio reduced call times from 90 to 83 seconds
Retail banking application
For further details on these and other client data regarding Adaptive Audio's performance, please Contact Us.
Large Commuter Railroad
One of the United States largest railroads was able to reduce its IVR call duration by over 26 seconds and simultaneously increase IVR containment by 1.6 percent with Adaptive Audio. This led to a increase in the number of calls handled at peak calling periods and an improvement in overall customer satisfaction.
About The Company
The railroad has over 140 public stations and 10,000 calls per day. They provide service in and out of New York City on a daily basis to commuters and the general public. According to managment at the railroad,
"We were very pleased with the performance of the Adaptive Audio product on our IVR self-service application. I witnessed the product perform flawlessly for over two years and we measured significant improvements in its performance at the Travel Information Contact Center. Adaptive Audio is one of the only products we implemented in our Contact Center that showed clearly measurable improvements to operational efficiency while enhancing customer satisfaction with self-service."
About Adaptive Audio at this installation
Intel/Dialogic Voice Platform
Custom Application Development Tools
10,000 Calls Per Day
Adaptive Audio reduced call times from 174 to 148 seconds, increased IVR containment by 1.6%
Travel information application