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Success Story, SunRocket

CSI Impact: IVRs used to distribute calls to various contact centers significantly shortens new customer registration process and saves money.

Summary

• Automation solution to determine new customer eligibility for voice over IP (VOIP) service
• Complete Integration between IVR and live agents who register new accounts.
• Shared IVR service up in weeks; internally built system that would have taken months to build.

SunRocket is one of the nation's fastest-growing Internet phone service providers. Using the Internet to provide telephone service (known as Voice over IP or VOIP), SunRocket has many opportunities as it grows. SunRocket needs to provide fast and effective lead capture as more and more people call to enquire about service eligibility in their area. SunRocket utilizes multiple contact centers to provide customer service. SunRocket needed to implement an automated lead capture solution that would quickly tell prospective customers if they were eligible for service and then route them to the appropriate live agent for registration and confirmation.

SunRocket needed a flexible solution that could be modified to support its multiple contact centers. SunRocket did not want to be restricted by the IVR technology that each contact center may have preferred. Using the shared IVR services solution from CSI eliminated any incompatibility concerns. A shared IVR service also ensures that there would be the right level of integration between the IVR and the live agent. SunRocket wanted to provide the smoothest customer registration process possible; routing eligible customers to the right live agent as quickly and elegantly as possible is a mandatory requirement.

Many capabilities to ensure smooth customer registration are built into the IVR applications. CSI is also able to help SunRocket understand the success of its many marketing programs, which included direct mail and advertising, and directed prospects to call into the IVRs. CSI tracked statistics for SunRocket to help them most effectively use their marketing dollars. CSI expertise in telecom helps SunRocket also maximize their telecom investments. The solution is sophisticated and integrated with multiple databases.

As a new product offering with emerging competition coming from large telecom providers and other nimble pure play VOIP providers, SunRocket needs to ensure that prospects are signed up quickly and flawlessly. With CSI, SunRocket develops and deploys their IVR solutions quickly and effectively. This time to market efficiency is critical in a market where signing up many new customers is priority one.