As a publisher of solutions dedicated to business performance and development, the Cegid group has based its know-how on “business” and “functional” expertise. With technologies that integrate naturally and respond to users’ business challenges, Cegid gives a new dimension to IT: the creation of value for the company and those who contribute to its development.
This added value is expressed in particular in customer relations, which Cegid makes a point of making qualitative, efficient and above all intelligent through its sales agencies, its network of partners and its contact centers.
Call center platforms at 11 sites handle 3,000 calls a day and more. The main activity is dedicated to telephone assistance for end-customers who use our business software. Telesales, telemarketing and customer collection are also handled by these platforms. Multi-skilling and business-specific expertise (HR, accounting, retail, trading, industry, hotels/restaurants, etc.) remain the hallmarks of Cegid’s customer relations.
"Given the multiplicity of software packages published by Cegid, and the need to provide the best possible service to customers from diverse backgrounds following the Group's various external growths, it was necessary to standardize work processes. Our thinking naturally turned to a relevant solution for qualifying customer requests and quickly directing them to the right skills. So we started from scratch, and ended up with a solution that was dynamic, modern, transparent and efficient for the customer. The choice of a dynamic voice recognition solution based on the identification of the software(s) used by the customer, via a unique number, was an obvious one!"
Cegid chose Nuance’s speech recognition solution, following an audit and recommendations phase prior to the project. Activeo, Cegid’s technology partner since 2003, is responsible for deploying the solution, iterating the call analysis process, writing scripts and updating grammars.
"Double support from the publisher and integrator to ensure best practices largely guaranteed the success of the project. After 3 months combining deployment and routing, we made some slight tuning and modifications to improve the recognition rate at each stage."
This improvement has been continuous since 2008. Today, we are still gaining points in the recognition rate at each phase:
Each menu is dynamic, depending on the customer. The system capitalizes on customer knowledge and typology. Today, 70% of calls are directed to technicians by voice recognition.
"Tomorrow, we plan to rethink our voice prompts to gain in relevance and appeal to perfect guidance for our 80,000 customers!"
