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Following the growth and evolution of its activities, La Poste is facing a heavy volume of calls in a highly competitive environment.
Its need? To optimize reachability by promoting the use of digital channels, thereby ensuring a response to every customer request 24/7.
Objectives:
La Poste has deployed the DialOnce Visual IVR to optimize its reachability, by handling all its requests, particularly for mail and regulatory issues. For certain simple contact reasons, the Visual IVR is deployed in addition to the Voicebot. For other, more complex types of contact, or those unsuited to voice, only the Visual IVR is offered.
"DialOnce offers a real solution! When customers call the corresponding number, they can finally get an answer to their query by being redirected to the application. Today, we have a complete solution that brings us real added value!"
Raphaël Colas
Head of Customer Satisfaction & Projects, Quality Department, La Poste
