AccountNow, Inc., one of the nation's largest prepaid
debit card companies, has upgraded its customer care platform with
VoltDelta to more quickly and effectively engage with their customers.
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 inAccountNow'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
"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
About AccountNow, Inc.
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.
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