Yoigo, Spain

Yoigo is one of the largest Mobile Network Operators in Spain. With nearly 4 Million subscribers Yoigo constantly remains at the forefront of innovation and employs a strategy that focuses on low churn and retaining customers with great products and exceptional customer service.

Although some senior management had reservations regarding the maturity of Speech/NLU technologies to provide quality service to our customers, we were very positively surprised to discover that Omilia’s solution not only managed to provide an excellent Customer Experience, but also exceeded, by a large margin, our expectation regarding KPI improvements.

Madrid, July 22, 2016

To whom it may concern,

Yoigo is one of the largest Mobile Network Operators in Spain. With nearly 4 million subscribers Yoigo constantly remains at the forefront of innovation and employs a strategy that focuses on low churn and retaining customers with great products and exceptional customer service.

In November 2014, in the interest of decreasing operational costs and providing our customers with faster and more efficient self-service we ran a Comparative Pilot program in order to evaluate different vendors ability to deliver a Natural Language Understanding solution in our Call Center.

After analyzing 4 different providers we chose Omilia based on their advanced level of speech recognition, ability to understand the true meaning of what our customers were saying, and the ability to leverage the platform for future cross-channel interactions.

Although some senior management had reservations regarding the maturity of Speech/NLU technologies to provide quality service to our customers, we were very positively surprised to discover that Omilia’s solution not only managed to provide an excellent Customer Experience, but also exceeded, by a large margin, our expectation regarding KPI improvements.

It was important that the solution not only correctly routed our customers to the proper agent skill group, but even more importantly was able to provide self-service automation in a conversational manner, just like a human agent. To name a few of the dramatic improvements, we were able to decrease our IVR handling time by 50% and complaints about traditional IVR complexity have almost disappeared.

A year after this deployment, I regard Omilia an important and valued partner, and would highly recommend them to any organization wishing to improve their contact center operational efficiency.

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