Case Study: Chicago Mercantile Exchange achieves 100% call coverage and reduced handling costs with XO Communications' VoiceXML managed services

Chicago Mercantile Exchange & XO Voice XML Managed Services

The Chicago Mercantile Exchange (CME), the world’s largest derivatives exchange, needed to expand its Java/VoiceXML self‑service applications to handle rapid global growth, higher call volumes and strict uptime and performance requirements for trader services like reviewing recent fills and canceling orders via speech. To meet these demands, CME selected XO Communications to provide VoiceXML managed services and a highly scalable, production‑grade platform.

XO Communications deployed a dedicated Genesys VoiceXML platform with Nuance OSR speech recognition, RealSpeak TTS, media services, hosting, overflow capacity and a 24x7 test environment, plus real‑time monitoring and redundancy. As a result, XO Communications enabled CME to answer 100% of calls, reduce the cost of handling trader inquiries, improve overall service levels and route traders directly to the appropriate representatives while scaling to meet peak volumes.

Chicago Mercantile Exchange