TV-shopping specialist Ideal Shopping Direct (ISD) has extended
its contract with Eckoh for the provision of advanced speech
services for product ordering and customer service.
ISD sells directly to consumers online and via its four
television shopping channels: Ideal World, Ideal Extra, Create
and Craft and the Deal Channel, which are broadcast to 24 million
UK households. It has worked with Eckoh since 2005, with the
supplier providing a service that enables customers to place
orders through an automated system and then to track an order
through the delivery process or to speak to a live advisor as
required. As part of the agreement, Eckoh will be redeveloping
and migrating the product ordering and customer service systems
to operate on its newer VoiceXML hosting platform.
Ideal Shopping Direct is one of Eckoh’s largest clients
generating more than 15 million minutes of call traffic in 2012.
The extended contract will run until at least January 2015.
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