Etisalat & Speechstorm together offer Video IVR services

www.WirelessFederation.com/news: SpeechStorm, (www.speechstorm.com), the specialist provider of phone self-service solutions, has today announced that its Middle East based telecommunications client, Etisalat is the first to offer video calling-based customer care services to its 8.5 million Egyptian customers. The solution was delivered in partnership with Genesys.

Using Video IVR for self-service, customers can see all the options on the display of their mobile phone no need to listen to complicated audio menus,” said Mohamed Afifi, Businesses Manager of Genesys Telecommunication Laboratories. And at the push of a button, they can talk face-to-face with Etisalat’s customer service representative.”

SpeechStorm has played a pivotal role by providing the self-service application that greets customers when they access the service. This includes a range of commonly used features such as retrieving the phone un-lock code and getting access to billing and balance information, all available in both in English and Arabic, with the ability for the customer to change his or her language preference instantly on the call. The SpeechStorm application also enables Etisalat to deliver up-to-the minute promotional content, including tariff plan details and current offers in audio and full-motion video. (more…)