DHL improves service with RIVR

In an attempt to improve customer service and reduce the amount of calls handled by its customer service agents, DHL UAE has deployed a bilingual regional interactive voice response system (RIVR).

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By  Matthew Southwell Published  September 17, 2002

In an attempt to improve customer service and reduce the amount of calls handled by its customer service agents, DHL UAE has deployed a bilingual regional interactive voice response system (RIVR).

Designed by the air express supplier’s central development group in Europe, the UAE implementation is the company’s first remote site. Should the deployment prove successful, the RIVR will be rolled out across the rest of DHL’s Middle East and European operations.

“The UAE was chosen by DHL to be the pilot site because we have been very successful in deploying new technology in the past and we have the busiest call centre in the region. Currently, the centre handles 4,000 calls per day and the number is continuing to grow,” explains David Wild, general manager, DHL UAE.

The RIVR runs on combination of NT and Unix and is based on middleware from Edify and BEA Systems. ISDN protocols integrate the system with the company’s computer and telephony systems and allow users to access DHL’s booking and tracking services, SpeedBooking and SpeedTracking, over the telephone.

“Our customers can do all of their booking and tracking [on the RIVR]… They can also talk to an agent if they want. The system gives DHL’s customers more flexibility and more options and it makes it easier for them to do business with us,” says Wild.

“Using SpeedBooking and SpeedTracking [over the RIVR] is as reliable as using a customer service agent (CSA). The automated services use the same proven computer system and information database as the CSAs,” he adds.

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