IKEA, one of the biggest home furnishings companies worldwide, has deployed interactive voice response (IVR) technology from Nortel Networks for its customer service centres in Germany and Switzerland. These local customer service centres offer support to IKEA’s range of 10,000 products, distributed in 32 stores in Germany and six stores in Switzerland.
“We are delighted that IKEA has deployed Nortel Networks speech-enabled VPS/is IVR platforms in its customer service centres,” said Jurgen Hebdorfer, sales manager Central Europe, Nortel Networks. “ Our solutions and services offer high network performance using a scalable, modular and flexible architecture that enables customers like IKEA to drive higher return on investment.”
IKEA deployed Nortel Networks Voice Processing Series Information Server (VPS/is). VPS/is is a multimedia, self-service platform that automates the transaction processing traditionally conducted by contact centre agents. The applications running on VPS/is offer information such as opening hours, payment methods, directions, and stock information, as well as connectivity for contact centre agents. VPS/is offers a range of advanced speech recognition capabilities, including natural language understanding, speaker verification and text-to-speech.