Typical Implementation

Order Status can be used for a range of customer applications including:

• Obtaining the status and likely delivery date for an order placed with a particular retailer.
• Order Status is particularly well suited to catalogue retailers where a unique code is assigned to each product.
• Order Status is usually used in conjunction with Fluency’s IDVS application, which is used to identify the order in question.

Key Features & Benefits

• Order Status allows the caller to obtain the status of an order without speaking to a call centre agent.
• A different status can be provided for different consignments / shipments which are part of the same order
• Customer satisfaction is improved as the caller is able to monitor the delivery time of their order, and be available to receive it.
• Agent time is freed up to work on higher value activities.
• “Always On” availability allows callers to query the status of their order 24 x 7.

Application Configuration

The Fluency Order Status application can provide the caller with a range of information relating to the order, including:

• Whether the order is broken down into one or more consignments / shipments.
• The application can be configured to read out the items contained within a particular consignment / shipment.
• Fluency’s Order Status application reads back the current status of the order. This could be, for example, the shipping date, the anticipated delivery date, or a message stating that information is not yet available.
• The application can also be configured to provide the name of the delivery company and a delivery tracking number.
• Customers can choose the amount of detail provided back to the caller.
• Additional call flows can be set up in response to changing business requirements.

Deployment Options

Order Status is a key application within the VSA suite. Fluency’s packaged speech recognition solutions are available On-Premise and Hosted, and have been successfully deployed for a range of customers across the US and UK.

Implementation & Support

Fluency provides a dedicated account team with overall responsibility for project implementation and ongoing support. An Account Manager, supported by a Technical Account Manager, provides the primary commercial point of contact. The Fluency Project Management Team guides the implementation through Project Initiation, Requirements Capture, Analysis and Design, Integration and Testing, and Implementation. Full training is provided covering Speech Recognition, Voice User Interface design, and Application Configuration. Post implementation, the Fluency Customer Response Center provides timely and dependable resolution of technical incidents. Fluency offers both “Business Day” and full 24 x 7 support.