Case study American Express

Solution for more than 40 service hotlines

American Express Austria relies on 0800, 0810 and 0900 service numbers from atms for its 40 plus telephone hotlines. atms has also implemented a tailor-made IVR solution for the free American Express Platinum Card service hotline.

Requirement

The telephone numbers for more than 40 service hotlines of American Express Austria were spread over various providers. In order to optimize customer service, a complete solution was sought from a single provider, which would combine all the numbers in a single concept. The free service hotline for American Express Platinum Card customers was also supposed to feature an IVR solution to facilitate automated pre-sorting of incoming calls.

atms Solution

All the existing 0800, 0810 and 0900 service numbers of American Express Austria were taken over by atms and integrated into the secure atms network – without any disruption or inconvenience for the customer. The bundling of telephone numbers with a single operator enabled American Express to improve its telephone customer service while at the same time significantly reducing the number of operations thanks to a single point of contact.

In addition, the free service hotline for holders of the exclusive American Express Centurion Card was also set up as part of the takeover.

atms implemented a tailor-made IVR solution for the free American Express Platinum Card service hotline:

  • Callers are greeted with a voice-automated message service.
  • They can select the service area they require from a menu by pressing the relevant key (e.g. “Please press 3 if you have an enquiry relating to your card account”).
  • This automated pre-sorting process facilitates intelligent routing of calls to call centres in Austria and Germany.
  • The customers are quickly and accurately connected with the right customer service agent.

 

Are you interested in a similar solution? atms offers service phone numbers in more than 130 countries!

Created on: 05/27/2009