Case Study: Capita improves customer satisfaction with VoiceSage proactive messaging

Capita reduces inbound contact centre calls with VoiceSage

Capita, a UK leader in business process management and outsourcing, faced the challenge of reducing expensive inbound contact center calls and shifting customer outreach from failure demands to value demands. To address this, they partnered with vendor VoiceSage to leverage its proactive engagement technologies, including Interactive Voice Messaging (IVM), SMS, and Rich Media Messaging (RMM).

The VoiceSage solution provided a fast, high-response-rate method for proactive customer contact, such as sending delivery updates and conducting satisfaction surveys. This resulted in a significant reduction in inbound calls, provided actionable insights for service improvements, and helped move client interactions from failure to value demand. VoiceSage helped Capita's users reduce overhead from a customer satisfaction perspective and improve overall contact center efficiency.

Capita