3M’s latest ice³ application empowers their Customer Service center to effectively handle over 10 000 commercial and consumer clients across 7 distinct markets. A personal touch is enjoyed by the 800 premium accounts, whose calls are answered only by agents with appropriate skillsets. This is 3M’s fourth ice³ application: creating a total voice-driven service experience.

Largest fleet management company in the UK sees dramatic increase in efficiency in its high-volume contact center, using VOIP-enabled ice³. 350 agents located virtually anywhere enjoy easier and more precise contact handling with screen pops and queued voicemails/emails. Management easily views the entire operation at one glance with real-time monitoring and reporting.

Publishing giant supports customers with accessible, quick, and easy self-service. Callers can start, suspend, or re-start a subscription, update delivery addresses, make payments, inquire about their accounts, and register complaints; all by using natural voice commands. Agents are freed from routine tasks to focus on more complex and higher value customer interactions.

Processing parking & traffic tickets to U.S municipalities, the company needed more control over its IVR systems, while reducing costs and generating new revenue. ComputerTalk, Microsoft Speech Server and Citation Manageent’s in-house experts teamed up for speech-enabled AutoPROCESS. The result: shortened sales and deployment cycles, new revenue stream, and a rapid ROI.