Latest News
Halifax untangle IVR
January 12
The UK’s largest provider of residential mortgages and savings accounts need “a little extra help” with their IVR. Time has come to shorten the caller journey and reduce agent transfers. Better for business, better for the caller - we’re delighted to help!
Waitrose sign Adexchange
December 11
The nation’s favourite supermarket** needs to reduce agent workload – and we’re delighted they’ve asked Adexchange to help. We’re set to untangle the IVR, release agent time and improve caller experience. It’s a small project – with a huge impact!
Infosys call on Adexchange
November 11
Infosys, the global leader in next generation IT has asked Adexchange for support. We’re delighted to announce we’re to supply professional IVR messaging for a key Infosys client. We took the call on Thursday – the recordings were supplied by Monday! Fast work…
Smith and Nephew launch language IVRs
October 11
Smith and Nephew, the global supplier of medical devices needs new IVRs across Europe and have turned to Adexchange for help. We’re delighted – so stand by for all new messaging in English, French, German, Italian and Spanish!
Express Insurance turn to Adexchange
September 11
Express Insurance, one of the most reputable insurance intermediaries in the UK has asked us to untangle their IVR – so standby for a better journey, fewer transfers and fewer callers putting the phone down. We’re starting immediately!
Dixons Retail sign Adexchange
August 11
Brilliant! The parent company behind Currys, PC World, Dixons.co.uk and KNOWHOW have signed Adexchange until 2014! We’re to help optimise Call Centre performance, reduce agent workload and increase transaction values. It’s a great job – right up our street so we’re thrilled!
LEGO® re-launch in 11 languages*
July 11
The world’s 4th biggest toy maker needs IVR messaging in Danish, German, Dutch, English, French, Spanish, Portuguese, Finnish, Swedish, American and Italian. And they’ve asked us to help - how cool is that? It’ll go live in August so stand by…
Hampton Court Palace Festival uses “Real Time” IVR
June 11
With ticket availability constantly changing the Palace needed an IVR that was bang up to date. Our “Real Time” IVR offered the very latest news on tickets, performance times, parking and more. It was the perfect solution!
Adexchange and the Olympics
May 11
Great news! The official provider of short breaks to the London 2012 Games (Thomas Cook) has asked us to supply all their 2012 ticket and hotel messaging. We’ve kicked off the project immediately – and we’re absolutely thrilled to be involved!
Lloyds Bank on Adexchange
April 11
Lloyds Banking Group Mortgage Operations want a world class experience for their millions of UK callers – and we’re delighted they’ve chosen Adexchange to help. So standby for improved IVRs across Lloyds TSB, Bank Of Scotland, Halifax and C&G. We can’t wait to get started!
EDF Energy London Eye goes live
March 11
Following weeks of development we can now unmask the brand new EDF Energy London Eye IVR! To reflect the exciting new partnership between the Eye and EDF Energy there’s a whole new sound, new voice and new improved caller experience!
Kwik Fit sign Adexchange
February 11
We’re delighted to announce Kwik Fit Insurance have asked Adexchange to help improve their award winning contact centre. We’re to reduce IVR abandonment, internal transfers and launch a quicker, smoother caller journey – so watch this space!
Yell launch new IVR
January 11
We’re pleased to report Yell’s new and improved IVR is now live. With clearer menu options more callers now reach the right agent first time – helping reduce agent costs while simultaneously improving caller satisfaction. We’re looking forward to measuring its success!
Adexchange divert O2 avalanche
December 10
The worlds most popular venue turned to Adexchange as heavy snow triggered a flurry of urgent calls. Within an hour Adexchange loaded emergency IVR messaging and reduced call volumes reaching agents by 57%. Avalanche diverted…
Dell roll out emails
November 10
Our pre-written email responses (for agents) have proved so successful across Europe Dell have asked us to support another 8 emerging markets. Poland, Portugal, Slovakia, Denmark, Greece, Norway, Finland and the Czech Republic here we come...
Thomas Cook chooses Adexchange
October 10
Brilliant news! Thomas Cook have chosen Adexchange to supply all IVR messaging and support. So coming soon – the all new professional, branded, positive phone experience for every one of Thomas Cooks’ 22 million customers.
Heide Park goes all out for Halloween!
September 10
When Heide Park asked us to write some spooky messages for their IVR we were happy to help. We created some carefully placed marketing teasers and spooky music to encourage more callers to pre-book. They were thrilled with the results!
Football Pools kick off new season with Adexchange!
August 10
LEGO® toy with 6 languages*
July 10
The global toy brand needs 6 IVR's that sound professional, reflect the brand and can be updated at a moments notice - so we're delighted they've asked Adexchange to help. It's a great job – in anyone’s language!
Capgemini looks to Adexchange for solution
June 10
The world’s foremost consultancy corporation needed an IVR that could separate genuinely urgent calls from day to day issues. We were happy to apply our experience – constructing menus that filtered call groups effectively and fast tracked urgent calls. Job done!
PC World handles iPad with Adexchange
May 10
The iPad has arrived – and PC World has turned to Adexchange to help handle the rush. With a mix of fast track options and bespoke scripts, the specially constructed IVR can now help PC World turn demand into sales.
RIAS looks to Adexchange
April 10
The UK’s specialist insurer for the over 50’s has asked Adexchange to design a more effective IVR. So look out for new menus delivering more callers to the right agent first time – simultaneously reducing costs and improving caller experience!
Currys chooses Adexchange
March 10
We’re thrilled the UK’s largest electrical retailer has contracted Adexchange to improve customer experience and call centre performance. With millions of contacts a year it’s critical Currys optimises it’s operation - so watch this space!
The Hamburg Dungeon comes to Adexchange
February 10
Hamburg’s most terrifying attraction has asked Adexchange to help untangle it’s calls. With the current IVR failing to effectively split call types it’s time for a professional approach. So stand by for the all new Dungeon experience!
Buckingham Palace re-signs Adexchange
January 10
We’re delighted to announce Buckingham Palace and Windsor Castle have chosen to extend their relationship with us. All the Queen’s residences will be supplied with Adexchange messaging for many years to come. Happy New Year!
London Eye drives sales with IVR
December 09
Up-selling the London Eye’s festive packages at Christmas is a must. By placing some strategic marketing messages throughout the IVR we ensured all callers knew what was on offer – and helped trigger more interest at agent level. Fantastic!
Dell goes Dutch
November 09
The world’s biggest computer company needs a new IVR for the Netherlands – and we’re delighted they’ve asked Adexchange to supply the recordings. With a global network of professional mother tongue speakers we’re always ready to deliver – in any language!
Thorpe Park launch new IVR
October 09
We’re delighted to announce the new Thorpe Park IVR is now live! With a new voice and new information sections the IVR now handles over 3 times as many callers – freeing up agents to sell more tickets.
Public Sector turns to Adexchange
September 09
Northamptonshire County Council feels residents deserve a professional experience on the phone – and we’re delighted they’ve asked Adexchange to help. The voice has already been chosen and the scripts are being drafted – so watch this space!
LEGO® build letter bank*
August 09
The global toy manufacturer LEGO® needs a library of pre-written letters to send to fans – and we’re dead chuffed they’ve asked us to help! So stand by for the new professionally crafted LEGO letters – packed with LEGO language!
RAC rescued by Adexchange
June 09
The UK’s most established motoring organisation needs to improve their IVR performance, and we’re delighted to help. We’re analysing call flows and re-designing menus, so look out for the new tangle free experience – coming soon!
Michael Jackson's death hits The O2
June 09
As news of Michael Jackson’s death broke The O2 faced a tidal wave of calls from saddened fans. Adexchange swung into action: pre-planned emergency slots were triggered, menus re-designed and info blocks re-recorded. As the calls came in the IVR was ready – soaking up the pressure.
Windsor Castle turns to Adexchange
May 09
Following our success with Buckingham Palace we’re pleased to announce the launch of the Windsor Castle Information Line. Packed with the latest news it offers quick answers and allows the Castle to concentrate on handling more complex calls.
SONY re-launches with Adexchange
April 09
We’re delighted to announce the global electronics giant has re-signed Adexchange. With an evolving marketplace SONY need a new IVR experience – so listen out for the all new sound of SONY coming to a phone near you soon.
SEALIFE Germany chooses Adexchange
March 09
We’re thrilled to announce the launch of a new caller experience for all eight SEALIFE Centres across Germany. Following our complete IVR restructure SEALIFE are now able to handle more calls with fewer agents. Great news for their budgets!
The O2 reaps the Adexchange benefit
February 09
We’ve just analysed the call flows at the worlds most popular venue – and it’s looking good! Thanks to our carefully designed messaging the new IVR now handles over half of all calls. So we’ve reduced agent workload by 50%. Fantastic!
Autoglass turn to Adexchange
January 09
With Autoglass agents wasting time on the wrong calls the UK’s leading vehicle glass repair and replacement company phoned Adexchange. Within days we’d re-designed the IVR and delivered a solution. Instant benefits!
Nutricia Sign Adexchange
December 08
As a global leader in medical nutrition it was time for Nutricia to ensure their phones sounded professional. Adexchange was delighted to get the call – and spent December developing scripts and auditioning voices. Look out for the all new helpline!
Loot sign Adexchange for re-launch
November 08
The UK’s leading classified Newspaper is re-launching and has asked Adexchange for help. With sales moving online Loot need a new look IVR. So stand by for an all new design capable of reducing agent workload and improving caller experience.
Historic Royal Palaces take to the Ice!
October 08
Opening Ice rinks at both the Palace and the Tower always triggers a surge of calls from eager skaters. But our Daily Ice Report means the IVR can take the burden – keeping skaters happy and the call centre free to sell tickets.
Heide Park’s Impressive start!
September 08
In the spring Germany’s biggest theme park handled just 14% of calls on their IVR – but now our new design handles 63% of all calls. That means agents now spend more time selling tickets instead of answering questions. Huge success!
Capgemini turns to Adexchange
August 08
Great news! The global consultancy company Capgemini has asked us to support their work in 6 languages. With Call Centres serving Turkey, France, Spain, Germany, The UK and Italy Capgemini need messaging capable of solving caller problems and improving resolution rates. We’re delighted to help!
London Eye reduces Agent workload
July 08
Agents at London’s most iconic landmark were handling too many calls about online queries - so they asked Adexchange to help. Our self-help FAQ section on the IVR now handles about 10% of all calls – reducing agent workload and keeping callers happy!
Hampton Court Palace Festival goes out with a bang
June 08
For the third year running we’re celebrating the success of our “real-time” IVR. With daily updates on ticket sales needed it was essential we delivered the right messages to the right place at the right time. Thank goodness for our unique remote loading platform!
Yell call flows untangled by Adexchange
May 08
With callers routing to the wrong agent Yell needed to improve the performance of their IVR. We analysed their call flows - identified key weaknesses - and showed them the solution. So look out for a smoother, more accurate caller experience!
Dumfries House joins Adexchange
April 08
We’re delighted to extend our links with Royalty! Following our work with Buckingham Palace, Windsor Castle and Clarence House the Scottish stately home (run by a group led by HRH Prince Charles) has asked us to supply all phone messaging. Brilliant!
German Theme Park comes to UK
March 08
With the world’s tallest drop tower and one of the world’s steepest wooden roller coasters Heidi Park is the largest Theme Park in Germany. So we’re delighted they called Adexchange for their Call Centre messaging. We guess the word’s spreading!
LEGOLAND® Windsor reaps big benefit from new IVR*
February 08
70% of all calls used to reach LEGOLAND® Windsor agents. Adexchange re-mapped the IVR so it could handle the low value calls, and now only 30% reach the agents. The result - LEGOLAND Windsor can spend more time converting the right calls into sales.
Royal Palaces Re-launch with Adexchange
January 08
We've been asked to refresh and re-launch all messaging across the Tower of London, Hampton Court Palace, Banqueting House, Kensington Palace, Kew Palace and Queen Charlottes Cottage. We’re thrilled!
LEGOLAND® Windsor signs-up for Email and Phone*
December 07
Adexchange has been chosen to supply all messaging (email scripts & phone recordings) for 2008. It’s our job to make sure every customer contact is effective, professional and maximises the sales opportunity. So watch this space!
Dell signs Adexchange across Europe
November 07
We're delighted to announce that with the addition of Swedish, Finnish, Norwegian, Dutch, Danish, Polish and Greek, Adexchange now help the World’s biggest computer company manage customer contact across 26 European territories.
Sony signs Adexchange
October 07
The global electronics giant has asked Adexchange to untangle their IVR’s. With important customers abandoning mid-call and hundreds of calls being delivered to the wrong department it's time for a rethink - so stand by for the all new Sony experience!
Alton Towers Goes Scary
September 07
Britain’s most famous Theme Park gives Adexchange the go-ahead to launch their new Halloween IVR. So for Blood Curdling Screams, Tales of Petrifying Terror and Stories of the Darkside – press 1….mwahahahaha…
Littlewoods kick off new season
August 07
The UK’s biggest football pools company has re-launched it’s IVR with new games new prizes and new recordings. It’s now a consistent, professional, branded experience – all in time for the new football season.
The O2 launches with Adexchange
July 07
The iconic roof in Greenwich houses a 20,000 seat Arena, an 11 screen cinema, an entire street of bars and restaurants and a live music club. And they’ve chosen Adexchange to supply their announcements. Let’s just say we’re pleased…
BSM signs-up Adexchange
June 07
We’re delighted to announce the World’s largest driving school has chosen adexchange to improve their caller experience. Listen out for a new, professional, branded sound across all BSM phones. Coming soon!
LEGO® update Letters and Emails*
May 07
Congratulations LEGO® for winning the World’s Most Respected Company Survey (2007). Time to re-write all outgoing emails, letters etc (in various European languages) to ensure everyone knows!
Dell Launches in Arabic
April 07
The World's largest computer company sign up Adexchange to supply messages in Russian, Arabic and Turkish. Adexchange now supply Dell with Emails, IVR recordings and Web Pages in 19 languages!
Thorpe Park Goes Live
March 07
The UK’s most thrilling theme park launches its new IVR for 2007. It's packed with information on the latest rides, packages and prices – and every caller hears about “Stealth 1.1”, Europe’s fastest launch coaster.
Auto Trader launches new IVR experience
February 07
Following weeks of development, Auto Trader unleashes its new voice. Coupled with carefully crafted scripts its IVR now matches its customer service strategy – and keeps Auto Trader callers happy.
Buckingham Palace chooses Adexchange
January 07
Adexchange has been chosen to supply messaging for all the Queen’s residences – including Buckingham Palace, Windsor Castle and The Palace of Holyroodhouse. We’re delighted!
Company registration 4344957 in England and Wales Registered office: 40 Woodford Avenue, Gants Hill, IG2 6XQ
*LEGO, the LEGO logo and the brick and knob configurations are trademarks of the LEGO Group. © 2012 The LEGO Group.
** As voted by viewers of the BBC programme Watchdog, 2009.
