AccountNow has been able to deliver an enhanced customer experience with voice self-service and agent support since the VoltDelta deployment eighteen months ago. Over 90 percent of calls are successfully resolved in the automated system without requiring live agent interaction, allowing AccountNow agents to focus on customers in need of more specialized agent assistance.
"We selected VoltDelta over many others we considered because they can provide the infrastructure stability and massive scalability we need to support our customers," said Jenn Cordeiro, Director of Operations at AccountNow. "We needed a more robust infrastructure with the scalability to handle sudden and massive spikes in volume. The phone is sometimes the only way we can communicate with our customers, so the stability of that platform is crucial."
VoltDelta's scalable agent and automation hosted infrastructure was a key driver in AccountNow's customer care upgrade decision due to the ability to manage call fluctuations that occur in the prepaid industry as well as seasonal spikes in volume. Automation and agent integration inherent within the VoltDelta platform enhances AccountNow agent support with hosted intelligent call routing and queue management features.
A unique combination of IVR technology, voice user interface design expertise and virtual contact center infrastructure supporting massive call volume works "behind the scenes" to allow AccountNow to more effectively engage with their customers especially during heavy call volume days.
"AccountNow is a great example of how a company can leverage our cloud based customer experience platform to rapidly scale up to manage an ever increasing number of calls, including unexpected spikes," said Terry Saeger, SVP and GM of VoltDelta. "Over 2.4 billion calls per year are processed by VoltDelta's customer experience platform in North America alone, enabling AccountNow to take advantage of an established infrastructure proven capable of supporting their massive call volume requirements."
About AccountNow, Inc.
AccountNow (www.accountnow.com), headquartered in San Ramon, California, is a leading provider of financial solutions for consumers who choose not to have traditional banking relationships. AccountNow provides consumers a convenient and affordable alternative to traditional checking accounts and access to financial payments systems including Visa and MasterCard prepaid cards, online bill payment, and card-to-card transfers. Deposits are FDIC insured through the issuing bank.
About VoltDelta® OnDemand Solutions
Part of Volt Information Sciences, VoltDelta OnDemand provides automated voice recognition and Contact Center On Demand (CCOD) solutions that enable and enhance multi-channel customer care with automation to reduce costs. The company supports more than 2.4 billion calls and 2 billion SMS messages per year with 99.99% reliability to support some of the leading organizations in the world. For more information, please visit: www.voltdelta.com.