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Case Studies

With more than 180 million minutes of business-related telephone calls passing over our system each year, we’ve developed solutions and deployed products that increase customer satisfaction, save money and add revenue using innovative cross-sell and up-sell techniques. That said, we’re proud to share the success of just a few customers who have benefited from a Parus IInteractive® solution.

Distributed Sales Organization — International: Kate International™ Mobile Application and Unified Communications services

Summary: Voice over internet protocol (VoIP) and softphone technologies allowed global community collaboration through voice messaging, conferencing and direct connect calling, plus full use of the telephone-based functionality of the traditional U.S.-based CommuniKate™ service, but without the need for a computer.

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Distributed Sales Organization: Unified Communications Summary:

Parus Interactive incorporated powerful Parus Interactive®voice messaging features, group collaboration and real-time communication tools into a unified communications service used by tens of thousands field force agents
.

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Internet Wine Retailer: Managing Call Center Activity with Interactive Voice
Response (IVR)


Summary: Parus designed a speech-enabled IVR solution to automate order status call types, which integrated with the company’s back-end information systems and outside transportation companies to provide real time order status. By providing automated information to the caller, the company could focus its call center resources on helping customers make revenue-driving wine and gift selections.

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Real Estate Brokerage : Managing remote virtual offices with Virtual PBX

Summary: Parus Interactive provided the client with a standard Parus Interactive® virtual PBX office phone service with 15 distinct extensions serving as both telephone and fax lines. This implementation gave the client a competitive edge in both increasted productivity and time management, while portraying a "big broker" image.

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Consumer Packaged Goods Company: Answering the call for a national television ad campaign

Summary: Speech-enabled kiosks provided show attendees and exhibitors a convenient means of finding key show information regarding registration dates, times and locations; special event dates, times and locations; exhibitor booth numbers; and products available at the show.

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National Retail Federation: Enhancing tradeshow value with speech-enabled kiosks

Summary: Speech-enabled kiosks provided show attendees and exhibitors a convenient means of finding key show information regarding registration dates, times and locations; special event dates, times and locations; exhibitor booth numbers; and products available at the show.

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Hospital Survey Provider: Speech-enabled hospital patient feedback survey

Summary: This client seeks to provide a “customer relationship management” solution deployed using a service model format. The key business challenge is capturing high quality, high response rate patient feedback within 24 hours of a hospital experience without incurring the expense of live telephone agents.


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Specialty Pharmacy: Prescription refill notification and delivery scheduling

Summary: The key challenge facing this organization was how to automate the process for re-ordering and scheduling of shipments of specialty medications and supplies to chronically ill patients. Achieving this would enable the client to assign customer service representatives to other value-added initiatives without increasing staff levels and costs.


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Footwear Catalog Retailer: Speech-enabled self-service customer care solution

Summary: Offloading less complex customer inquiries from the live agents and reducing their costs was the key challenge for this client. In addition, it was critical that they maintain their brand equity, overcome any customer concerns regarding automation, and communicate a single, cohesive message across all channels.


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