Manx Telecom has launched Self-Service top-ups for its pay as you go mobile customers. The new service, built using C3’s Fusion IVR Software, makes it easier for subscribers to add credit to their account. The user simply calls the service, and then follows the recorded instructions to key in the top-up amount required, followed by credit or debit card details.
The service also allows customers to top-up other mobiles for friends and family, quickly and easily, and without the need to wait to speak to an operator. C3’s voice recognition application enables customers to move quickly through the menu and top up their account for a prompt and professional top-up service. This has considerably improved the process, particularly for Smartphone users who often struggle with DTMF key press options.
Manx Telecom is committed to improving the customer experience and using C3’s IVR development software, Fusion, is able to develop and launch new services that support this aim.
Fusion is a game-changing tool that enables anyone to create and launch IVR scripts within minutes, supporting companies such as Manx Telecom in being innovative and testing new services in response to changing market conditions.
Emma Walker, Head of Customer Care at Manx Telecom, said: “This new service is part of our continued drive to improve the services we offer. With automated top-ups it’s immediate, available 24x7x365 and there’s no need to wait to speak to an operator. It’s a much more efficient, saving customers valuable time, and allows our customer services team to concentrate on delivering support and advice on the increasing range of services and products we provide. This is just one of several changes we’re looking to introduce over the coming months to improve customer service experience.”
Manx Telecom has a dual site fully redundant SIP-connected IVR system at its site in the Isle of Man, running a number of core C3 applications such as voicemail, unified messaging and a number of IVR services. The PCI-Compliant C3 system integrates seamlessly with Manx back-office and gives the team access to advanced development tools as well as real-time subscriber analytics.