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1 Caso Interactive práctico Case interactivo:: Study :: US alcanza Reaches nuevas New Heights alturas en in su servicio Service atención with al a cliente Fast, con un sistema IVR Self-Service autoservicio rápido y Powered personalizado by Nuance creado por Nuance The El primer U.S. domestic sistema IVR airline industry s lenguaje natural first natural la language industria unrstanding aeronáutica nacional los livers Estados a Unidos superior ofrece caller una experience experiencia while cliente reducing superior operational reduciendo costsal mismo tiempo los costes Asegúrese Make sure to scargar download y and guardar save el the archivo file to en your su ornador computer para to access accer all a the todas interactive las características features. interactivas Nuance Nuance Communications, Communications, Inc. All rights Inc. All reserved. rights reserved.

2 Caso Interactive práctico Case interactivo:: Study US Acerca About the Company la Empresa, junto along con with US Airways Shuttle Shuttle y US Airways and US Express, Airways Express, opera más operates 3.00 more vuelos than al día 3,00 y da flights servicio per a day más and 00 serves ciudas more en than los Estados 00 communities Unidos, Canadá, in the U.S., Méjico, Canada, Europa, Mexico, Oriente Medio, Europe, Caribe, the Middle América East, l the Sur Caribbean, y Central. Junto con Central sus socios and South America. Express, Together la aerolínea with da its US servicio Airways a 80 Express millones partners, pasajeros the aproximadamente airline serves approximately cada año. 80 million passengers each year. comenzó en 1939 como All-American Airways, y en el transcurso began su rica in y 1939 pintoresca as All-American historia, evolucionó Airways, a and Allegheny over the Airlines, course of US its Air, rich y and finalmente colorful a history, evolved spués into Allegheny una serie Airlines, adquisiciones US Air, and finally y fusiones. Gracias after al a apoyo number of sus buyouts esforzados and mergers. empleados y Thanks leales clientes, to the support of its ha hard-working crecido para employees convertirse en and la loyal quinta aerolínea customers, nacional estadouninse. has grown to become the fifth largest domestic U.S. airline. Cliente Speech-enabled Solución autoservicio IVR self-service IVR para solution voz, permite la hosted gestión on Nuance llamadas On Demand, mediante featuring lenguaje natural, así language como call el manejo steering personalizado and personalized llamadas call con handling entrega with proactiva proactive information información. livery. Resultados Improved Mejora customer la experiencia experience l cliente Increased 5% aumento call containment la contención 5% llamadas Millions Millones of dollars dólares in annual en ahorros savings anuales Sea Get interactivo: InteractIve: Este This ebook contiene contains recursos embedd interactivos interactive resources incluidos como like audio archivos files. audio. Please Por make favor, sure asegúrese your que los altavoces su ornador estén seleccionados en modo stereo estéreo. mo. Sistemas IVR US IVR Airways system US Mensaje Airways personalizado l sistema IVR US Airways Wally presentando la llamada telefónica s sobre los resultados tradicional IVR Natural Concatenación sounding sonido natural leveraging haciendo uso Nuance Nuance

3 Caso Interactive práctico Case interactivo:: Study US El The About safío Business the Company empresarial Challenge Como As a resultado of various diversas buyouts, adquisiciones and mergers, along y with fusiones, US s las operaciones contact Shuttle center l centro operation contacto was using multiple US and Airways US interactive Airways estaban Express, voice utilizando response operates múltiples (IVR) more sistemas systems. than respuesta The systems interactiva had nine different 3,00 voz (IVR). flights voices Los per and sistemas day a variety and tenían serves of touchtone nueve more voces and than diferentes speech y menus una variedad which were menús inefficient, 00 communities tonos cumbersome toque in the y habla and U.S., difficult que Canada, eran to ineficientes, Mexico, navigate. incómodos They were running y difíciles on outdated Europe, recorrer. the Estaban technology, Middle funcionando East, lacked the computer Caribbean, con tecnología telephony anticuada, integration (CTI), les faltaba and offered integración Central little and insight South telefonía into America. key informática performance Together (CTI) metrics y with ofrecían like call poca containment, its US percepción Airways flection, Express mediciones and partners, average the rendimiento hold airline time. serves claves What s approximately como more, contención s agreement 80 llamadas, million passengers with sviaciones the Airline each y tiempo year. Service espera promedio. Employee Y Association amás, el (IBT/ convenio CWA) required US on-shoring Airways con of el all sindicato reservation Airline agents by November Service Employee 011, Association a US transition Airways that (IBT began would / CWA) in 1939 require requería as more All-American la incorporación integrated Airways, and cost-efficient todos and los over agentes IVR the support. l servicio course of its reserva rich and para colorful noviembre history, evolved 011, una into transición Allegheny que Airlines, necesitaría un That s US mayor Air, why and soporte finally December US IVR Airways integrado 009 after US y rentable. a Airways number issued of buyouts a Request and mergers. for Proposal (RFP) Thanks for to the the sign support and of ployment its hard-working of a completely employees new and self-service loyal IVR Por system. customers, todo The ello US goals en diciembre Airways for the has system grown 009, were US to to Airways become increase envió the call fifth una flection, largest Solicitud crease Cotización call domestic handling U.S. (RFP, time, airline. l and inglés improve Request the of overall Proposal) caller para experience. el diseño Specifications y spliegue includ un sistema a single IVR brand autoservicio voice, improved totalmente prompting, nuevo. Los additional objetivos self-service l sistema eran options, aumentar and comprehensive la sviación performance llamadas, disminuir monitoring el tiempo and reporting. gestión las mismas y mejorar la experiencia global l cliente. Las especificaciones incluían un único proveedor, mensajes mejorados, opciones autoservicio This ebook contains embedd adicionales y monitorización e informes integrales l rendimiento. stereo mo. s language call steering and personalized call handling with proactive information livery. 3

4 Caso Interactive práctico Case interactivo:: Study US Selección Selecting About the a Company Partner un socio Después After receiving recibir initial propuestas proposals,, iniciales, US along Airways US with Airways quickly Shuttle redujo narrowed rápidamente the short la list lista and to a US un handful puñado Airways of vendors, Express, proveedores, operates all more than todos of whom los cuales were proposing proponían 3,00 Nuance la tecnología flights technology per day Nuance and as serves the como more than la foundation base sus of their soluciones. solutions. 00 Después communities After careful una in evaluation cuidadosa the U.S., Canada, of Mexico, evaluación top finalists, the los airline principales ultimately Europe, finalistas, the chose Middle la to aerolínea partner East, the with Caribbean, finalmente Nuance directly cidió based asociarse Central on its: con and Nuance South directamente America. Together with basándose its en su: Express partners, the airline serves approximately 80 Clear million vision passengers of how the each IVR solution year. could liver a great Clara caller visión experience cómo while la laying solución the foundation IVR podría for ofrecer multi-channel una US estupenda interactions Airways began experiencia in the future in 1939 a la persona as All-American que llama, Airways, poniendo and al over the course mismo Leading of tiempo its speech rich la and recognition base colorful para and interacciones history, natural evolved language multicanal into technology Allegheny en el Airlines, US futuro. that Air, would and finally enable US them Airways to leapfrog after the a number competition of buyouts and mergers. Thanks Reconocimiento Unparalleled the expertise support l habla and of its monstrated y tecnología hard-working l skills lenguaje in employees signing natural and loyal customers, stacadas and livering US que a Airways world-class les permitiría has caller grown superar experience to a become los competidores. the fifth largest domestic Experiencia Hosted platform U.S. técnica airline. that sin would parangón enable US y habilidas Airways to scale their mostradas IVR and to take en advantage el diseño of y entrega the newest innovations una experiencia primera in conversational clase a la speech persona recognition que llama. Capacidad Proven ability mostrada to ploy successful para splegar solutions satisfactoriamente for handling both Get inbound InteractIve: soluciones que and permitan outbound manejar customer las care interacciones interactions Mobile This ebook care solutions contains that embedd atención al cliente tanto entrantes enable wireless como callers salientes Soluciones to complete self-service requests and transactions files. Please móviles make sure servicio your que permiten a los clientes completar at computer anytime, solicitus from speakers anywhere are autoservicio set using their mobile y transacciones phones en cualquier stereo momento, mo. s cualquier parte utilizando sus teléfonos móviles s language call steering and personalized call handling with proactive information livery. 4

5 Caso Interactive práctico Case interactivo:: Study US La The About solución Solution the Company En In July Julio 011, 011, approximately aproximadamente, one year un along after año the with spués project l kick-off, Shuttle lanzamiento and l proyecto, Nuance and successfully US launched y Nuance Express, a lanzaron operates new speech con more than Get Sea interactivo: InteractIve: éxito un nuevo on Nuance s sistema IVR 3,00 hosted flights voz, platform, que per presentaba day Nuance and On serves diversas Demand, more than Listen to how the innovaciones featuring various para innovations mejorar 00 la communities experiencia to improve the in the la caller persona U.S., experience. Canada, que Mexico, permite allows the a la caller persona to speak que llama their realizar request su llama. These Estas innovations innovaciones inclu Europe, incluyen natural the direccionamiento language Middle East, call the steering, Caribbean, las in their own words and then, using Hacer DOUBLE doble CLICK clic hosted information on Nuance about On that Demand, caller, featuring anticipates llamadas natural personalized mediante call handling lenguaje Central with natural, proactive and gestión South information America. personalizada livery, Together with para TO reproducir PLAY language the trip call about steering which and they personalized are calling. call las automated its US llamadas Airways collection con Express entrega of trip partners, información information the airline proactiva, to shorten serves recogida hold approximately time handling with proactive information livery. automatizada for 80 million agents, passengers and a información new each voice year. l leveraging viaje para improvements acortar el tiempo in Nuance espera, los agentes, a spoken una output nueva engine. voz aprovechando las mejoras en Nuance began in, 1939 as un All-American motor conversión Airways, and textos over the a Natural course voz. of Language its rich and colorful Call Steering history, evolved into Allegheny Airlines, US Air, Airways and finally is the US first Airways among after domestic a number US of airlines buyouts to and offer mergers. Direccionamiento natural Thanks language the support call steering. llamada of its With hard-working mediante natural language, lenguaje employees natural callers and are loyal US simply customers, Airways prompted es US la Airways primera to say what has las grown they re aerolíneas to calling become nacionales about the in their fifth largest own estadouninses words. domestic The U.S. system airline. en unrstands ofrecer direccionamiento their freely spoken llamadas requests mediante and responds lenguaje appropriately, natural. Con making el lenguaje the interaction natural, a las more like personas a natural conversation. que llaman se les pi simplemente que digan con sus propias palabras, el motivo su llamada. El sistema compren This experience sus solicitus compares habladas to traditional libremente speech y systems, respon This ebook contains embedd where manera callers apropiada, might ask interaccionando for things that con aren t ellos on the manera preprogrammed a una semejante s files. Please list conversación make of expected sure your responses. natural. Natural language technology computer eliminates speakers are this set problem to by teaching the IVR Esta stereo experiencia mo. se equipara a los sistemas habla tradicionales, en los que las personas que llamaban podían preguntar cosas que no estaban en la lista programada Escuche cómo el sistema IVR solicitud con sus propias palabras y spués, utilizando la información sobre dicha persona, prevé el viaje sobre el que se está llamando. 5

6 Caso Interactive práctico Case interactivo:: Study US About the Company, along with US system previamente Airways to recognize Shuttle respuestas the callers esperadas. intent regardless La tecnología of the l specific lenguaje words natural used. and Express, operates As elimina a result, este more callers problema than are enseñando able to interact al sistema with IVR the system a reconocer using la words intención that 3,00 flights per day and are serves las most personas more comfortable than que llaman to them. inpendientemente las palabras específicas 00 communities in the U.S., utilizadas. Canada, Mexico, Europe, the Middle East, In the addition Caribbean, to providing a faster, easier call experience, the benefit of natural Central and South America. language Como Together resultado, call with steering los clientes is that when puen callers interactuar can express con el their sistema request utilizando in their language call steering and personalized call its Express partners, the airline serves own palabras approximately words, que they les are resultan more más likely cómodas. to finish tasks within the automated system. handling with proactive information livery. 80 million passengers each year. This leads to higher containment rates and frees live agents to focus on more complicated caller issues. Amás proporcionar una experiencia la llamada más rápida y fácil, la began in 1939 as All-American Airways, ventaja and l over direccionamiento the llamadas mediante lenguaje natural es que, course of its rich and colorful history, evolved into Allegheny cuando las Airlines, personas Call Handling que llaman with puen Proactive expresar Information su solicitud con Delivery sus propias US Air, and finally after a number of buyouts From palabras, and the outset, mergers. es más US probable Airways que wanted finalicen Millions to of su personalize dollars encargo in annual o its tarea new savings ntro l sistema Thanks to the support of its hard-working employees to automatizado. distinguish and loyal it from other airlines systems. To accomplish this, Nuance customers, has grown to become the signed fifth largest the IVR to proactively use information about callers and their domestic U.S. airline. trips Esto to lleva liver a tasas a personalized contención and más streamlined elevadas y call libera experience. a los agentes Callers para who centrarse are members en asuntos of US más Airways s complicados. frequent flyer program, Divind Miles, This ebook contains embedd stereo mo. Manejo personalizado las llamadas con entrega información proactiva Des sus comienzos, siempre ha querido personalizar su nuevo sistema IVR para distinguirlo los sistemas otras aerolíneas. Para lograr s esto, Nuance diseñó su IVR para que utilizase proactivamente la información disponible sobre las personas que llaman y sus viajes, y así ofrecer una experiencia llamada personalizada y racionalizada. Las personas que 6

7 Caso Interactive práctico Case interactivo:: Study US About the Company, along with Shuttle are llaman intified que ya based son miembros on their phone Divind number. Miles, Then, el programa they Get Sea interactivo: InteractIve: and Express, operates more experience viajero than frecuente a personalized, experience son intificados in the following en base ways. a su Escuche Listen to 3,00 al US sistema Airways flights IVR IVR per system US day Airways and liver serves more número than teléfono. En ese momento puen experimentar una ofrecer a personalized un saludo greeting personalizado and proactively y 00 communities in the U.S., Canada, Mexico, experiencia Callers are personalizada greeted by their name. la siguiente The impact forma: of this personalization proporcionar provi relevant proactivamente trip information. información relevante Europe, l viaje. the Middle East, the Caribbean, feature was that callers had a more positive overall perception of the Hacer DOUBLE doble CLICK clic para TO reproducir PLAY Central and South America. Together with A automated las personas system. que In llaman usability se testing, les saluda people who por su were nombre. greeted by El language call steering and personalized call its Express partners, the airline serves approximately impacto name rated esta the system característica higher than those personalización who were not. fue que los handling with proactive information livery. 80 million passengers each year. clientes Information tenían about una their percepción trip is proactively global más provid positiva without l sistema them automatizado. asking for it. For En example, la prueba the caller funcionabilidad, may be notified las if personas they were que began in 1939 as All-American Airways, and over the fueron recently saludadas upgrad por to first su class. nombre dieron al sistema una puntuación course of its rich and colorful history, evolved into Allegheny Airlines, más The alta system que anticipates aquellas que the no reason lo fueron. for their call to help speed US Air, and finally after a number of buyouts and mergers. La the información interaction. For sobre Millions example, su of viaje dollars if the se call in les is annual proporciona placed savings four months manera prior Thanks to the support of its hard-working employees and loyal proactiva to the flight, sin the preguntarles caller is likely looking por él. to Por change ejemplo, a reservation. la persona If the que customers, has grown to become the fifth largest llama call is pue placed ser a week notificada before si a ha flight, sido he subida might be recientemente calling about an a domestic U.S. airline. primera upgra. clase. If the call is placed just hours before a flight, he is probably El checking sistema whether prevé the el motivo flight is scheduled su llamada to part para on ayudar time. a acelerar la interacción. Por ejemplo, si la llamada se realizada cuatro meses antes l vuelo, la persona que llama es probable que quiera cambiar una reserva. Si la llamada se realiza una This ebook contains embedd semana antes l vuelo, pue estar llamando sobre una subida categoría. Si la llamada se realiza sólo horas antes un vuelo, s es probable que esté verificando si el vuelo está programado para stereo mo. salir a su hora. 7

8 Caso Interactive práctico Case interactivo:: Study US About the Company, along with Proactively La US entrega Airways proactiva livering Shuttle information información and y anticipating la anticipación the sobre reason el for motivo a call is una driven The Cuanto more más we know sabemos about and US our Airways Express, by llamada, operates unrlying es realizada more business than mediante rules based normas on an intelligent conducta trip subyacentes lifecycle. Nuance basadas voice en sobre customers nuestros and the clientes reason 3,00 y el for flights per day and user un ciclo serves interface inteligente more signers than vida built l the viaje. unrlying Los diseñadores business rules la based interfaz on a thorough usuario motivo their calls, the sus more llamadas, efficiently 00 más communities we in the unrstanding U.S., voz Canada, Nuance Mexico, of US crearon Airways s las normas business conducata and its customers. subyacentes Depending basándose on eficientemente pomos can provi the assistance Europe, they the Middle East, where en una the the minuciosa Caribbean, caller is comprensión in the trip lifecycle, l negocio the system US then Airways gives y the sus caller clientes. relevant proporcionarles la asistencia que need necesitan and allow y them permitirles Central to get on and South America. information Dependiendo Together or prompts with dón to se significantly encuentra en streamline el ciclo the vida interaction. l viaje la persona language call steering and personalized call its US seguir with Airways their con day. su Express vida We have diaria. partners, worked Hemos the airline serves que llama, approximately sistema ofrece a dicha persona información relevante o da las handling with proactive information livery. 80 trabajado closely million with passengers estrechamente Nuance to each velop con year. a Automated instrucciones Collection necesarias para of Trip racionalizar Information manera to Reduce significativa Call la Time interacción. Nuance para sarrollar una With Agents service experience that provis experiencia servicio que US proporciona an Airways intelligent began unrstanding una comprensión 1939 as of All-American our Airways, US Recogida Airways s and automatizada over IVR the system also información aims to help l shorten viaje para the call reducir time with el tiempo agents course inteligente customers of its rich and nuestros and their colorful travel clientes needs. history, evolved into when llamada Allegheny making con Airlines, los or changing agentes a reservation. It does this by asking callers tailored US y By Air, integrating and sus finally necesidas those insights viaje. after with a number of questions El buyouts sistema and about IVR mergers. their trip and también then transferring Millions tiene of como dollars that objetivo in information annual ayudar savings a to acortar an agent el Mediante la integración dichas Thanks cutting-edge to the support speech recognition of its hard-working employees via tiempo CTI screen and llamada loyal pops. con los agentes cuando se realiza o cambia una reserva. Logra percepciones con tecnología customers, technology, US we Airways are providing has grown our to become esto the haciendo fifth largest preguntas personalizadas a las personas que llaman sobre su vanguardia reconocimiento e domestic voz, customers estamos U.S. with airline. proporcionando the convenient, a This viaje approach y transfiriendo of automating spués dicha the collection información of a reservation un agente mediante information pantallas before nuestros quality care clientes they have la atención come to speaking emergentes to an gracias agent a has tecnología been well CTI received (Computer by customers. telephony integration). Shortly after the new calidad y el servicio acuado que expect from. daban por hecho en. launched, a customer posted on FlyerTalk, an interactive online Este enfoque community automatizar for frequent la flyers, recogida the time información previously spent la reserva on hold antes is now Senior Vice Presint, Operations used hablar by con the un computers agente ha to sido pull bien up recibida your records por los clientes. I m going Poco to call spués it a win. que This Kerry ebook Hester, vicepresinte contains embedd sénior, Planning and Support at se lanzase el nuevo sistema IVR, un cliente colgó este texto en planificación operaciones y interactive soporte en US resources Airways like audio FlyerTalk, una comunidad interactiva online para viajeros habituales,...el tiempo s que antes se gastaba esperando es utilizado ahora por los ornadores para stereo mo. recuperar tu historial... Voy a llamarlo una victoria. 8

9 Caso Interactive práctico Case interactivo:: Study US About the Company The La nueva New voz Voice US of Airways Sea Get interactivo: InteractIve: El nuevo sistema IVR fue parte un esfuerzo más amplio renovación la marca The new was part of a larger corporate rebranding Escuche Listen to US a Wally Airways, along corporativa with, Shuttle que tenía como fin mejorar la percepción l mercado y presentar effort aimed at improving market perception and strengthening customer loyalty. introduce la and the llamada Express, fortalecer operates la filidad more l than cliente. Para asegurarse que la nueva y única voz l sistema IVR reflejaba con precisión la marca, Nuance suministró su Programa telefónica company s sobre To ensure that the new single voice of US the Airways accurately reflected the 3,00 flights per day and serves more than DOUBLE CLICK los earnings resultados call. la Hacer doble clic brand, Nuance livered Nuance their Voice Solutions Intity Program, a service para TO reproducir PLAY empresa. 00 communities in the Intidad U.S., Canada, Voz, Mexico, un servicio ofrecido por su equipo consultoría empresarial. offered by its Business Consulting group. Europe, the Middle East, the Caribbean, Central and South Mediante America. este Together programa, with los asesores Nuance revisan las directrices marca Through this program, Nuance consultants language review call steering the company s and personalized brand guilines call its Express Escuche Listen to cómo how partners, a the airline la empresa and serves then intify approximately y spués intifican qué atributos be transmitir un personaje-voz alineado con esta marca. Después, solicitan audiciones locutores y seleccionan unas suena which attributes a voice handling persona with proactive aligned information with this brand livery. should traditional entrecortado IVR 80 million passengers un IVR tradicional. each year. sounds choppy. convey. Then, they solicit voice talent auditions and narrow over the candidates opciones finales. Finalmente, realizan una encuesta en la que los participantes, que Hacer DOUBLE doble CLICK clic to finalists. Finally, they conduct a survey in which participants representing the para TO reproducir PLAY began in 1939 as All-American representan company s Airways, target and las características over mographic the mográficas objetivo la empresa, evalúan lo bien evaluate how well the voices of the finalists convey course of its rich and colorful history, evolved que the into las voces brand Allegheny los attributes. Airlines, finalistas transmiten los atributos la marca. US Air, and finally after a number of buyouts and mergers. Thanks to the support Escuche Listen to of la natural its hard-working Para For employees,, and Wally Wally loyal emergió como el locutor preferido. Este nuevo personaje-voz concatenación sounding emerged as the voice talent of choice. This new voice persona customers, US sonido Airways has grown to become is such the an important fifth largest natural que ha llegado a ser un importante elemento la marca, que los ejecutivos part of the brand, that senior executives domestic DOUBLE CLICK U.S. airline. ofrece Nuance Hacer doble clic sénior hicieron que Wally presentase la llamada sobre resultados para proudly had Wally introduce the company s Second Quarter 011 earnings call. TO reproducir PLAY.. la empresa l segundo trimestre 011. Wally s automated voice also features new innovations to Nuance, Nuance s La voz automatizada Wally también representa las nuevas innovaciones Nuance spoken output engine which dynamically concatenates pre-record audio prompts, el motor salida hablada Nuance, que concatena dinámicamente mensajes audio pre-grabados con habla generada por ornador. El resultado estas This ebook contains embedd with computer-generated speech. The result of these innovations, which help to gracefully morph syllables, words or phrases into the sounds that prece or follow innovaciones, que ayudan a transformar s airosamente Traditional sílabas, IVR palabras o frases en los them, is smoother, natural sounding audio. This improved sound differentiates sonidos que les precen o siguen, es un audio sonido natural más suave. Este the from other self-service IVR applications in use today. stereo mo. sonido mejorado diferencia al sistema IVR otras aplicaciones IVR autoservicio actualmente en uso. 9

10 Caso Interactive práctico Case interactivo:: Study US Un About spegue the Company satisfactorio En Julio 011,, splegó along el nuevo with US sistema Airways IVR a Shuttle lo largo un período dos días, gestionando el 100 Express, por ciento operates l tráfico more llamadas than entrantes sin un solo fallo 3,00 técnico. flights Entonces, per day sólo and un serves mes spués more than l lanzamiento l sistema, 00 US communities Airways se tuvo in the que U.S., enfrentar Canada, con Mexico, un dramático pico en el volumen llamadas Europe, a the medida Middle que East, los viajeros the Caribbean, iban paciendo retrasos vuelos, cancelaciones Central and y cierres South America. aeropuertos Together bidos with a los efectos its l huracán Express Irene. partners, La plataforma the airline manejó serves el volumen approximately adicional llamadas 80 million con passengers facilidad y each el nuevo year. sistema IVR se comportó impecablemente. Una evaluación l tiempo espera las aerolíneas durante el huracán Irene realizada began por STELLAService, in 1939 as All-American mostró amás Airways, que and US over Airways the tenía el menor course tiempo of its rich and espera colorful promedio history, evolved las 10 aerolíneas into Allegheny principales. Airlines, US Air, and finally after a number of buyouts and mergers. Después Thanks to the sólo support cinco meses of its hard-working en funcionamiento, employees y la incorporación and loyal nuevas customers, funcionalidas automatizadas has grown to para become la confirmación the fifth largest l itinerario y domestic la asignación U.S. airline. asientos, el IVR autoservicio había aumentado ya la contención llamadas en un 5%. El aumento la contención representa millones dólares ahorros anuales para la aerolínea. Amás reducir costes, el nuevo sistema IVR está ofreciendo el tipo experiencia rápida, amigable y personalizada a This ebook contains embedd la persona que llama, que hace la aerolínea predilecta para muchos files. Please viajeros. make sure your stereo mo. s language que call steering he visto. and personalized Nuestra call handling with proactive information livery. El sarrollo l proyecto y el lanzamiento fue uno los mejor planeados y ejecutados asociación con Nuance ha permitido a ofrecer a nuestros clientes una plataforma IVR y CTI lír en la industria,diseñada para ahorrarnos costes, mejorando al mismo tiempo la experiencia nuestros clientes. Tim Linmann, vicepresinte planificación l servicio atención al cliente y reservas en reserved. 10

11 Caso Interactive práctico Case interactivo:: Study US About the Company, along with Shuttle Amás reducir costes, and el US nuevo Airways sistema Express, IVR operates more está than ofreciendo el tipo experiencia 3,00 flights rápida, per amigable day and y serves personalizada more than a la persona que llama, que 00 hace communities in the la aerolínea U.S., Canada, predilecta Mexico, para muchos viajeros. Europe, the Middle East, the Caribbean, Central and South America. Together with its Express partners, the airline serves approximately 80 million passengers each year. began in 1939 as All-American Airways, and over the course of its rich and colorful history, evolved into Allegheny Airlines, US Air, and finally after a number of buyouts and mergers. Thanks to the support of its hard-working employees and loyal customers, has grown to become the fifth largest domestic U.S. airline. language call steering and personalized call handling with proactive information livery. This ebook contains embedd stereo mo. s reserved. 11

12 Caso Interactive práctico Case interactivo:: Study US About the Company, along with Shuttle and Express, operates more than 3,00 flights per day and serves more than 00 communities in the U.S., Canada, Mexico, Europe, the Middle East, the Caribbean, Acerca Nuance Central and Communications, South America. Together with Inc. language call steering and personalized call Nuance its es un stacado Express partners, proveedor the airline soluciones serves approximately voz y lenguaje para empresas handling y clientes with proactive information livery. en 80 todo million el passengers mundo. Sus tecnologías, each year. aplicaciones y servicios hacen más atractiva la experiencia l usuario transformando la forma en que la gente interactúa con la información y cómo Improved crean, customer experience comparten y began utilizan in documentos as All-American Todos los días, Airways, millones and over usuarios the y miles empresas experimentan course of its los rich servicios and colorful profesionales history, evolved y las aplicaciones into Allegheny probadas Airlines, Nuance. Para obtener más US Air, and finally after a number of buyouts and mergers. información, les rogamos visiten: nuance.es. Thanks to the support of its hard-working employees and loyal customers, has grown to become the fifth largest domestic U.S. airline. This ebook contains embedd stereo mo. s 011 Nuance Communications, Inc. All rights reserved. Nuance, the Nuance logo, The experience speaks for itself, and SpeakFreely are tramarks and/or registered tramarks of Nuance Communications, Inc., and/or its subsidiaries in the United States and/or other countries. All other tramarks are the properties Nuance of their Communications, respective owners. Inc. CS All rights reserved. NUCC135 1

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