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press release
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Versay Solutions Announces Versay Survey 1.0; Speech Application Delivers Rich Customer Feedback to Dominion Energy
ICCM Conference & Exposition, Chicago, IL, August 26, 2003 - Versay Solutions, a provider of speech solutions and services that deliver a compelling caller experience, today announced the product release and successful deployment of Versay Survey 1.0 for Virginia-based Dominion Energy, a public utility that services gas and electric customers in 5 eastern states, and processes more than 6 million calls each year.
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"We knew that speech has proven successful for many businesses, but we were still unsure of how our customers would feel about using it as a means of self-service," Pam Kemper, Director of Customer Service at Dominion explained. "With Versay's Survey application, we were able to quickly and cost-effectively gather relevant data, directly from our customers, about the impact that speech could have at Dominion."
Survey Process and Results
Versay Survey collected 330 complete surveys throughout the 6 week project duration. At the end of a customer service call, Dominion agents asked randomly selected callers if they would like to participate in the survey. Callers that expressed interest were transferred to Versay Survey, hosted by Versay partner Vail Systems. First, callers were guided through an interactive demonstration of a real speech application. Then, Versay Survey asked callers questions about their experience. With over 84% of callers rating the experience as "excellent" or "good", the findings helped Dominion validate the business case for speech.
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Survey Features and Availability
Versay Survey 1.0 leverages speech recognition technology powered by Nuance Communications to provide an automated, engaging, and cost-efficient way for companies to connect with their customers, prospects, and employees over the phone. It can be quickly configured and launched for a wide range of surveys, such as customer or employee satisfaction, applicant screening, new product testing, and quality assurance.
"Speech is a powerful alternative to other survey methods because it truly engages the caller, providing a new avenue for companies to gather immediate, accurate, and meaningful marketing and customer service feedback," said Phil Gray, President of Versay. "Instead of placing an outbound call or asking the customer to log into a Web site, companies can now get the information they need in a way that is convenient for both the company and the customer."
A wide range of qualitative and quantitative question types are supported, from "yes / no" to a satisfaction scale to open-ended responses. Other features include caller identification, customer segmentation, adaptive questioning, and web-based reporting. Versay offers two deployment and payment models that provide great flexibility. Companies can choose to have the survey hosted by Vail Systems and simply pay a per survey fee, or deployed on premise using the Nuance Voice Platform.
About Versay
Versay provides speech solutions and services that deliver a compelling caller experience and a tremendous return on investment. By leveraging industry standards and offering hosted, premise-based, or blended deployment options, Versay provides customers the greatest flexibility, control, and investment protection possible. With a wide range of consulting services and pre-built application components, Versay is committed to helping enterprises deploy self-service solutions that fully exploit the power of speech. Versay is a subsidiary of Vail Systems, a voice ASP with over a decade of experience serving Fortune 1000 clients. For more information, call 888-869-0121 or visit www.versay.com.
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