Stena Line is one of the largest ferry companies with a modern fleet of 35 ships and Europe’s best coverage of ports operating 18 ferry lines in Scandinavia and the UK.
Voice Provider caters intelligent solutions to corporations and authorities in the Nordic countries for improved efficiency in business critical customer channels.
As Stena Line decided to outsource their call centre, the goal was to increase upsell on inbound calls while also reducing costs.
Stena Line also wanted full control of inbound telephony not to end up in the lap of the call centre provider. Stena Line, needing to handle customer calls in Scandinavia, Germany, the Netherlands and UK, turned their focus to cloud-hosted IVR as a service. Stena Line also wanted the possibility to access real-time statistics, develop enhancements in-house and manage their IVR as time-to-market was an important factor.
Stena Line decided to invest in Voice Provider Flex, which is offered as a cloud service and handles telephony in most European countries.
All Stena Line demands on functionality could be met by the web based management interface of the Flex solution: accessing statistics, handling prompts, using speech synthesis, message recording, handling emergency messages, developing dialogue, etc. in an easy to use GUI. Flex is easily managed from your smart phone, no technical skills needed.
The investment in Voice Provider Flex left Stena Line with no need to acquire in-house hardware which otherwise would have led to increased costs for development, management and maintenance. Staff in all countries now access the same web interface to analyse statistics and to manage IVR dialogue and functionality.