Lastminute.com automates call centre testing

Dawinderpal Sahota, Computing, Wednesday 4 August 2010 at 16:50:00

Web site deploys Empirix system in bid to increase customer satisfaction

Lastminute.com has implemented
Empirix?s
Hammer
CallMaster system to test and improve the quality of its interactive voice
response (IVR) service to customers.

Lastminute.com developed its IVR system for use in its call centres, to help
increase efficiency in customer service calls and drive new revenue streams,
such as sales promotions.

The IVR system uses an automated voice-based menu system to ensure that
customers are able to quickly access the information they require or are
efficiently routed to a customer service agent who is best-placed to resolve
their query.

Lastminute.com was looking to improve the quality and speed of the customer
service process and opted to use Empirix?s testing solution to help with this.
Before using Empirix, lastminute.com?s IVR service quality and regression
testing was almost a completely manual job.

?Hammer Call Master provided a complete regression and load testing of IVR
services, it allowed us to check performance issues before services go live to
our customers," said Anu Jain, lastminute.com's application development manager,
IVR solutions for Europe.

Jain added that with help from Empirix?s training and support forum, the
implementation of the Call Master system was smooth.

Full story at http://www.computing.co.uk/computing/news/2267618/lastminute-com-improves