FexEx
Company: FedEx, Memphis, TN / Nuance Communications
Entry Submitted By: Global Results Communications
Company Description: Nuance Communications, Inc. (NASDAQ: NUAN) is a leading provider of voice and language solutions for businesses and consumers around the world. Its technologies, applications and services make the user experience more compelling by transforming the way people interact with devices and systems.
Nomination Category: New Product & Service Awards Categories
Nomination Sub Category: IVR or Web Service Solution – New
Nomination Title: Nuance Powers FedEx Call Steering System
Tell the story about this nominated product or service (up to 500 words). Describe its function, features, benefits, and sales to date. You may include hyperlinks to product photos and data sheets. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:
In January 2011, FedEx introduced a new hosted, natural language understanding
(NLU) call steering solution in the U.S. and Canada, replacing their previous
directed dialog system. The new solution combined several disparate FedEx
contact center platforms into a single interactive voice response (IVR) self-
service system, including 1-800-GO-FedEx, U.S. and Canada ground service, and
U.S. and Canada billing systems, to deliver a consistent, branded customer
experience.
The solution powered by Nuance Communications, uses NLU to guide customers
through common actions such as scheduling a pickup, tracking a package, finding
the nearest FedEx location, getting rates and ordering supplies.
FedEx recognized that the demands and the psyche of its customers had changed
and that the company’s contact center no longer provided the customer experience
that today’s customers expect. With a reputation for being a leader in
engagement with cutting-edge technologies, FedEx realized that recent
developments in NLU made it a perfect time to introduce the technology to its
customers.
Implementing the new platform has put the customer in control of their self-
service experience to achieve immediate, successful outcomes without having to
wait in a queue for a live agent. In addition, the new hosted platform provides
unprecedented personalization, by giving the customer control over how they do
business with FedEx, in their preferred channel.
FedEx’s new solution provides a level of customer self-service that is unequaled
by previous solutions, providing customers with a natural and conversational
experience to accomplish everyday tasks, such as scheduling a pickup, tracking
packages, finding the nearest FedEx location, getting rates and ordering
supplies – all without speaking to an agent. The platform speeds up service
times by eliminating long hold periods during peak hours and gets customers back
to the rest of their day faster. The customer always has an option to speak with
a live agent at any time, by simply pressing “0.”
With the new natural language call steering solution launched in English and
French Canadian simultaneously, FedEx has been able to reduce 11,000 calls per
day from live agents – freeing up agents time to support more complex inquiries.
These calls are now are being handled through self-service by customers,
providing FedEx significant annual savings. In addition, FedEx did not receive
any complaints from customers during or after the transition to the new system.
Additionally, in the months since launch, the new system has achieved more than
six percent increase in automation, significantly exceeding the original goal of
three percent.
List hyperlinks to any online news stories, press releases, product reviews, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:
Provide a brief (up to 100 words) biography about the leader(s) of the team that developed this nominated product or service:
D. John Jackson serves as VP of Global Customer Services Strategy, Planning,
Engineering, Innovation & Customer Identity at FedEx. His role entails
implementing corporate strategies that focus on customer satisfaction and
leveraging technological breakthroughs occurring in the marketplace to improve
customer experience.
Jackson is a visionary leader in a global environment, with more than 25 years
of engineering and international business experience.
Jackson has been awarded five FedEx Five Star Awards--the Corporation’s most
prestigious recognition for superior performance.
Jackson earned a Bachelor of Science degree in Electrical Engineering and a MBA
in Finance and International Business.