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Scalability When You Need It
Scalability is one of the primary reasons that contact centers turn to Voxify Managed Service. Contact centers are under tremendous pressure to reduce costs and provide more services. Many have cut back on the number of contact center agents and are reluctant to add cost to the business. But every business has its seasonality and contact centers must manage for the expected increase in call volume. When seasonal call volume spikes occur, it is expensive to add contact center agents (in-house or outsourced) and it cannot be done at a moment's notice.
Unlimited scalability is inherent in the Hosted deployment model. Voxify's world class network hosting centers supply speech infrastructure for many Voxify customers and extra speech ports are always available. However, it is not cost effective for you to purchase extra speech ports just for seasonal call volume spikes if you have an On Premise deployment. So Voxify offers the On Premise Overflow Option to give you the best of both worlds. With this option, Voxify replicates your VXML browser and speech infrastructure in its network hosting centers so you can send overflow calls to Voxify at any time. You can be assured that your calls will get handled should you experience unplanned call spikes or an emergency.
Industries that Need Unlimited Scalability to Handle Calls
Retail and Catalog Retail
Retail and catalog companies carefully plan for seasonal call demand during the holidays. Many retailers, such as Hammacher Schlemmer, see call volume in the last 6 weeks of the year increase 5x to 10x. If Hammacher staffs up with outsourced live agents, the company starts in June, planning and training for the 6-week holiday period. Should Hammacher underestimate its peak call volume, there will not be enough live agents, and callers will experience long hold queues. Business will be lost. Should Hammacher overestimate its peak call volume, then it will pay for live agents to sit and wait for calls. In January, after the holidays, the company lets the additional live agents go and all the training investment is lost. Voxify implemented an Order Status Agent a few years ago. Hammacher enjoys the holidays now. It is using Voxify Automated Agents to handle calls year round--in low season and high season. Hammacher uses what it needs and pays for what it uses.
Travel
Travel companies experience unplanned call volume caused by weather. When Hurricanes Rita and Katrina struck the Gulf Coast of the U.S., call volume for airlines, hotels, and travel reservation companies skyrocketed. Callers were frantically looking to book flights, check if flights were delayed, and look for hotel rooms. Voxify's travel customers increased their call volume by 2.5x and one customer experienced increases of 6x normal call volume. Certainly, all the forecasting by contact center planners could not have predicted and staffed for this kind of volume. Voxify Automated Agents handled the hurricane calls like a sunny day. Voxify's travel customers were pleased and Automated Agents have became part of their disaster preparedness plans.
Direct Response
Companies in the direct response business intentionally cause extreme call spikes. In fact, the success of a promotion is measured by high call volume in very short periods of time. The NFL Shop used Voxify Automated Agents to take order calls during the Super Bowl. An NFL Shop commercial was run during the Super Bowl causing thousands of calls in the following 4 minutes. The bulk of the calls, 54%, were taken in the first 20 minutes and then the volume decreased considerably. In prior years the NFL Shop outsourced live agents to handle the volume. That meant taking months to train new live agents to take calls for only a 20-minute period. Similar to retailers, if projections are overestimated, callers sit in hold queues, and if projections are underestimated, live agents are paid to sit and wait for calls. Automated Agents deployed in a Hosted model are ideal for the direct response business. |
