News
 

Adexchange Video Articles to improve self-serve rates

August 17August 17

Multinational medical business, Smith & Nephew have turned to Adexchange to convert their old-style knowledge articles (with text and still images) into short, punchy, branded videos - improving self-serve rates and saving agent time.

 

Team Knowhow transformation with Adexchange

July 17


July 17

Dixons Carphone, Europe’s leading electrical, telecoms and services retailer, launch Team Knowhow with a little help from Adexchange. We were on hand to seamlessly transform all Geek Squad and Knowhow IVR messages to become the 24/7 Team Knowhow service.

Adexchange re-route RAC

June 17

RAC members were taking a few wrong turns when calling their Breakdown IVR. Adexchange came to the rescue, and with a quick wording analysis and rewrite we decreased calls being routed to the Road Traffic Accident department by 73%!

Adexchange to boost CX

May 17

Leading electrical product care company, Domestic & General, have chosen Adexchange to help urgently improve their CX. We’ll be working with them to re-design their IVR’s, minimise transfers and improve first time resolutions.

Digital shift for Premium Credit

April 17

April 17

Premium Credit, the UK and Ireland’s no.1 premium finance company, are moving into the digital world and need their communications to encourage customers to do the same. We’re redesigning their letters to draw customers in and signup online.

Adexchange transform Newsweaver

newsweaver

March 17

Internal communication company, Newsweaver, have chosen Adexchange to re-design their IVR and ensure a seamless transformation as they rebrand to become Poppulo. We’re making sure there’s consistent CX across the business with calls directed to the right people first time.

milk&more drive sales with Adexchange 

milkmore

February 17

The milkmen who also deliver juice, eggs, bread, coffee and more have asked Adexchange to help increase sales. We’re to supply micro-target messaging across their IVR with each message   promoting the latest offer. First up: bags of compost!

 

Admiral sign with Adexchange

January 17

Car insurance specialist Admiral has chosen Adexchange to supply professional messaging across all IVRs. We’re to support them with instant turnaround, digital recordings and effective scripts to help guide Admiral’s 14 million customers to the right place first time.

Ghostbusters: driving sales for Merlin 

December 16Ghostbusters. Heide Park

We’re delighted to be helping Merlin Germany launch Ghostbusters – the exciting new 5D ride. Our dual language phone messaging is to be carefully positioned within the customer journey to increase average transaction values (ATV) and promote cross sales. Goes live immediately!

 

Languages for Digitalk

DigitalkNovember 16

Good news! Adexchange have secured a deal with the telecoms provider, Digitalk, to supply messaging across Germany, Spain, Italy, Portugal and France. Our multilingual prompts from mother tongue voiceovers will ensure Digitalk platforms are clear, professional and effective. Can’t wait to get started!

    

AEG go multilingual

aeg logo 200pixelOctober 16

We’re delighted to announce the world’s leading sports and entertainment presenter has turned to Adexchange for multilingual messaging. It’s critical AEG immediately secures a supply of professional Swedish and German prompts – mother tongue speakers with warm, clear scripts. We’re on it!

Adexchange improve self-serve rates

September 16

The Student Loans Company need to identify and verify every call, but only 34% of callers were successfully using the automated ID&V platform. Our re-design is now live, and the new caller journey has pushed self-serve rates from 34% to 55%. Huge savings!

    

Adexchange go global with Smith & Nephew

August 16

The multinational medical business Smith & Nephew needs a single point of contact for their 15,000 staff, and we’re happy to help. We’re working across telecoms in 13 languages delivering scripts, messages, voices and design. To be live in 3 weeks!

Hello Wembley!

SSE Arena WembleyJuly 16

The SSE Arena Wembley called to say they’re swamped with enquiries, could we help? A quick IVR re-design (self-help options, information blocks etc.) and a programme of regular updates and it’s all fixed: reduced workload for staff and quicker, more accurate answers for callers. Happy to help!

DIXONS CARPHONE REDUCE EMAILS

June 16

With thousands of emails to respond to everyday its critical Dixons Carphone achieve first time resolution – but until now replies have created more contact and failed to reflect the brand. So we’re thrilled to develop workshops, training and templates to fix the problem. Launching soon!

HAMPTON COURT PALACE AND THE AGILE IVR

HamptonMay 16

With information set to constantly change HCP Festival needs an agile IVR ready for June. We’re on the case! Listen out for our real-time solution offering instant updates and the latest news on tickets, performances and parking. The perfect solution! .

 

AIRBUS AND ADEXCHANGE 

airbus

April 16

The multinational aerospace and defence corporation Airbus have turned to Adexchange for IVR support – and we’re delighted. We’re helping more callers reach the right place first time with better scripts, more accurate localisation and a bank of German messages. Great job!

ADEXCHANGE EMPTIES WINE CELLAR!

Telegraph

March 16

We’re delighted to report Telegraph Wine have asked us to help empty their cellar. We’ve been tasked to design an IVR that measurably increases sales. It’s a great challenge for our writers: who can draft the most successful script? Bottle of Chardonnay for the winner…

 

CAMELOT CHOOSE ADEXCHANGE 

February 16

The operator of one of the world’s most successful lotteries has chosen to extend its relationship with us – and we’re thrilled! We’ll be optimising Camelot’s IVR journeys, supplying professional messaging and ensuring the customer experience matches the brand. Great job!

   

LEGOLAND DEUTSCHLAND AND ADEXCHANGE  

January 16

We're delighted to announce we’ve been chosen by LEGOLAND Germany to support their IVR. New recordings, a new voice and a new service designed to reduce the workload reaching agent. We start immediately. Ausgezeichnet!

 

INFOSYS SIGN ADEXCHANGE 

December 15

We’re thrilled to announce our latest partnership: Global outsourcer, Infosys, have asked us to support their UK and US IVRs. We’re to supply messages that influence caller behaviour and help more callers reach the right agent first time. We’re on it already!

DELL TURN TO ADEXCHANGE FOR LANGUAGES

student loans

November 15

Multinational computer giant Dell has turned to Adexchange for help localising key contracts. It’s critical all customer facing documents are 100% accurate, fitting both cultural and legal restrictions. We’re delighted to oblige with a range of languages including, Chinese, Japanese, Korean and Thai.

 

ADEXCHANGE TAKES THE STRAIN

October 15

Europe’s leading electrical and telecommunications retailer is facing their busiest quarter ever – and it’s essential every call is handled efficiently. We’re already drafting scripts and recording dynamic messages to improve resolution rates and increase transaction values. Roll on Black Friday! 

ADEXCHANGE TAKE ROLLS ROYCE TO BRAZIL

student loans

September 15

We’re delighted to announce Rolls Royce have extended their relationship with Adexchange, asking us to supply messaging in Brazilian Portuguese. The car manufacturer synonymous with quality and craftsmanship has turned to Adexchange to help welcome their customers across the globe. #veryproud 

ADEXCHANGE DIVERTS THAMES CLIPPERS FLOOD

August 15

With tube strikes threatening to flood Thames Clippers with calls it was critical the IVR removed the workload. Within hours Adexchange loaded targeted messaging across the IVR – diverting callers to twitter and saving the besieged agents from drowning in calls. Job done! 

 

STUDENT LOANS COMPANY ENROLS ADEXCHANGE

student loansJuly 15

We’re delighted to announce Adexchange have been chosen to redesign all existing IVRs at the Student Loans Company. Following a competitive tender we’ve been tasked with improving the caller journey and reducing agent cost. Term starts soon – so watch this space.

 

STEMMING THE TIDE AT WAITROSE

coca colaJune 15

With the hugely successful Pick Your Own campaign triggering a flood of calls Waitrose turned to Adexchange for help. Within hours our carefully crafted scripts and menus steered 36% of callers away from agents to a faster, more effective solution. Job done!

 

AUTO DIRECT CALL ON ADEXCHANGE

May 15

We’re delighted to announce another major insurance brand have turned to Adexchange for help with IVR design and messaging. Auto Direct need an IVR capable of routing more callers to the right place first – and professional prompts. We’re on it!

 

The Voice of Thomas Cook

coca cola

April 15

Fantastic! Thomas Cook has asked us to develop a new Customer Service Tone of Voice. Helping staff find and deliver the right language is what we do, so standby for more effective communication from the world’s best known Travel Company!

Lakeland sign Adexchange

March 15

We’re pleased to announce the home shopping pioneer Lakeland have chosen Adexchange to help drive sales and delight customers. We’re excited to be helping such a celebrated brand with their customer journey - and can’t wait to get started.

Love is all around at the Coca Cola London Eye

coca colaFebruary 15

With Valentine’s Day upon us we’re delighted to help two iconic brands get that loving feeling! Romance is in the air thanks to Cupid's Capsule - and it’s our job to carry the message across the IVR. We’ve had worse jobs…

 

The O2 signs Adexchange

o2January 15

Good news. The world’s most popular music venue has asked Adexchange to handle all phone messaging and venue announcements through to 2016. The O2 hosts some of the biggest names on the planet and we’re thrilled to be part of the team!

 

A Rolls Royce Service

December 14

We're pleased to announce the brand whose name is synonymous with quality and excellence have turned to Adexchange for their IVR messaging. Rolls Royce need a first class service for their English and German IVRs and we’re honoured to help.

Driving sales at RAC

racNovember 14

The UK’s oldest motoring organisation needs on-hold messages packed with seasonal safety tips. We’re delivering a series of carefully crafted scripts on snow, ice, tyres and batteries – simultaneously supporting the brand and driving sales (pun intended!)

The Tower of London, Adexchange and the poppies

tower-of-londonOctober 14

With 4 million people heading for the ceramic poppies the Tower faces a flood of calls. We’re delighted to help stem the tide and reduce agent workload with a quick response IVR. A real privilege!

Thames Clippers turn to Adexchange

Aug.-07September 14

The fastest fleet on the Thames needs an IVR re-build - and we’re proud to be their chosen partner. With new scripts and new recordings MBNA Thames Clippers will soon be as smooth on the phone as they are on the water.

LEGO goes Japanese

August 2014

The world’s biggest toy brand has asked us to help refresh its FAQs in Asia – and we’re delighted! We’re tackling the Japanese emails first - re-writing LEGO responses to match brand and reduce secondary contact. Great job!

Hillsborough Castle speech recognition goes live

July 14

When we were approached to design a new Speech Recognition system for Hillsborough Castle – Ireland’s official residence for the Royal Family – we were thrilled! It’s an immediate success, helping to removing unnecessary traffic from busy palace agents.

THOMAS COOK COME TO ADEXCHANGE 

June 14

The world’s best known name in travel urgently needs to streamline its customer dialogue – which means better emails, agent scripts, web pages and IVRs. We’re happy to help – and have already started!

QVC CALL ON ADEXCHANGE

May 14

They’re one of the world’s largest multimedia retailers – broadcasting to over 200 million homes – so we’re thrilled they’ve asked Adexchange for help! QVC need their new telecom platform to offer more callers a better experience – so stand by for the Adexchange treatment…

Nationwide self-serve with Adexchange

April 14

The world’s largest building society needs more callers to self-serve – and they’ve hired Adexchange to help! We’re already redesigning the customer journey to improve call flows: The ROI is going to be massive! Great project – goes live next month.

Legoland Germany Revamps for 2014

legoland-germanyMarch 14

With a new season comes a new IVR and new objectives! LEGOLAND have challenged us to create an IVR that’ll sell more tickets and promote their accommodation. We’ve already crafted the scripts ready for launch next week. We love a challenge!

Hughes Insurance choose Adexchange

Feb-14February 14

Northern Ireland's largest independent insurance broker has called on Adexchange to streamline its IVR and reduce agent costs. We’re improving existing menus, messages and touchpoints to reduce call flow pollution. We’re delighted to help – and we’re already on it!

Waitrose Call On Adexchange

January 14

The supermarket that champions quality, variety and freshness has asked Adexchange to streamline the customer journey. Our goal is simple: fewer transfers and better use of agent time. It’s a low cost project with a significant ROI so watch this space!

Daily IVR takes heat off ice rinks

December 13

With 2 Ice Rinks opening for Christmas the Historic Royal Palaces turned to Adexchange to help manage call volumes. An IVR with daily ice reports means skaters get the latest information and staff can concentrate on selling tickets. Result!

 

Stockholm turns to Adexchange

November 13

Northern Europe’s biggest entertainment site has asked us to design a world class bi-lingual IVR. With 2 million visitors a year attending over 300 events across 5 venues the Stockholm Globe Arenas need some serious know-how! We’re on it…

 

Digitalk go Spanish with Adexchange

October 13

The global solutions provider Digitalk need professional Spanish messaging to complement their state of the art platform – and we’re thrilled they’ve chosen Adexchange! The voice is approved, the scripts are being developed and we’ll be live in days. Brilliant!

 

Wembley Arena book Adexchange

September 13

London’s most iconic music venue needs an effective IVR – and we’ve been asked to design it! Our brief is simple; accurately divide all call types so agents can spend more time talking to the right people. Great project!

 

Currys turn to Adexchange

August 13

It’s essential Currys / PC World make the most of their speech recognition platform – and we’re delighted to help! Better scripts mean more callers to the right place first time - saving agent time and improving caller experience. Perfect!

 

PGI call on Adexchange

July 13

We’re delighted to announce that PGi, the global provider of conferencing solutions has turned to Adexchange for multi-lingual messaging and scripts. With Swedish recordings already delivered we’re turning to French - alors, suite au prochain épisode!

 

Smith & Nephew choose Adexchange

June 13

It’s critical the global medical business, Smith & Nephew, routes more callers to the right department first time – so they’ve enlisted Adexchange! We’re redesigning their IVRs, drafting new menus and creating a consistent, professional experience. Great project!

 

Lloyds Bank on Adexchange

May 13

Lloyds need more callers to self-serve – and fewer callers dropping out to agent level – so they’ve called in Adexchange! By rewriting the IVR we’re increasing self-serve rates by 25% and reducing the journey by 20%. The early results are fabulous!

 

Hammersmith Apollo goes live

April 13

The legendary West London venue played by The Beatles, The Rolling Stones and Bob Dylan has chosen Adexchange to create the audio for its phone system.  It’s an honour to be recognised by such an iconic venue – and we’re going live immediately!

 

 

RAC sign Adexchange

March 13

RAC – perhaps the UKs most progressive motoring organisation – has selected Adexchange to help improve their call centre. We’re thrilled to announce we’ll be designing IVRs, supplying recordings and helping RAC deliver a better, more efficient service. Brilliant!

 

Adexchange win the Lottery

February 13

Brilliant - we’ve been asked to support one of the world’s most successful lotteries! Camelot has contracted us to help get the most from their cutting edge kit – improving call centre performance and refining the customer experience. It’s a big win! 

 

Hibu - The New Name for Yell

January 13

The company behind Yellow pages and Yell.com is changing it’s name – and has asked Adexchange to help. With hundreds of recorded announcements it’s critical we locate and replace any mention of Yell – while still matching the existing voice and style. We love a challenge!

 

It's An Adexchange Christmas

December 12

With 27 languages and more clients than ever before we’re flat out for Christmas! Our production department has never been so busy - recording, writing, editing and delivering festive messages for IVRs around the world. Roll on 2013 – and Happy Christmas!   

 

Autoglass Adexchange and Automation

November 12

It’s critical Autoglass encourage more callers to use their automated payment platform – and they’ve asked us to help! With better scripts and intelligent design we’re driving more callers to successfully complete the journey. Live soon - so listen out!  

 

Admiral chooses Adexchange

October 12

Great news! One of the largest car insurance groups in the UK has chosen Adexchange to improve their IVRs. With 4 separate brands across a raft of platforms it’s right up our street! So listen out for the new sound of Admiral.  

 

Going global with Adexchange

September 12

We’re thrilled one of the world’s most iconic brands has chosen Adexchange to supply global IVR messaging in over 20 languages. With over 4,000 separate messages to write, record and deliver that’s busy in any language!

 

The Economist Chooses Adexchange

August 12

The global publication that’s read by more of the world's business leaders than any other magazine needs new IVR messaging – and we’re thrilled to help. With an international readership the voice and scripts are critical – so watch this space…

 

Adexchange 2012 and Team GB

July-12July 12

With the world’s greatest show landing in London we’ve been helping The O2, Hampton Court Palace, The Tower of London and many other venues. With immediate turnaround and multilingual recordings we’re thrilled to be involved. Go Team GB!  

 

Pools and Adexchange team up for Euros

June 12

It’s critical The Football Pools secure new IVR recordings to reflect Europe’s biggest football tournament. With Euro 2012 just days away Adexchange is working with scripts, voice and music to create perfect recordings. Watch this space!

 

Up at the o2

May-12May 12

With the world’s most popular entertainment venue launching a breathtaking rooftop experience it was time for an IVR redesign. Adexchange set to – reworking menus and re-recording messages: within an hour ‘Up at The O2’ was Up on The IVR. Result!

 

Dell emails go global

Apr-12April 12

Our email project for Dell is going global! Our UK launch of emails and web pages has saved the computer giant millions – so it’s time for a multi-lingual roll out. Standby Portugal, France, Germany, Italy, Belgium, Sweden…

 

Knowhow Ireland call on Adexchange

Mar-12March 12

It’s critical KNOWHOW Ireland revamp their speech recognition system – improving the caller experience and routing more callers to the right place first time. We’re thrilled they’ve asked Adexchange for help. It’s a fast turnaround so watch this space!    

 

Legoland Deutschland in 2012

Feb-12February 12

LEGOLAND Deutschland – the land where anyone can be a real hero – need to re-launch their German IVR for 2012. With new prices, opening times and promotions it’s time for an overhaul. We’re thrilled to help!

 

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

Dec-11December 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

Nov-11November 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 & Nephew launch language IVRs

Oct-11October 11

Smith & 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

Sep-11September 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

Aug-11

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

Jul-11July 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

Jun-11June 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 London 2012

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

Mar-11March 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

Feb-11February 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

Jan-11January 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

Dec-10December 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

Nov-10

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

Oct-10

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

Sep-10September 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

Aug-10

August 10

The oldest football gaming company in the world is gearing up for the new season – and with 600,000 players it’s critical the IVR can handle the rush - so we’re delighted to play our part refreshing, updating and checking the menus.  

 

Lego toy with 6 languages

July-10July 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-10June 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

Jan-10May 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

Apr-10April 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

Mar-10March 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

Feb-10

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!

 

Royal Collection renew with Adexchange

Jan-10

January 10

We’re delighted to announce that The Royal Collection 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

Sept-09September 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

Aug-09August 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

RACJuly 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-09June 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.

Regus turns to Adexchange

May-09May 09

The world’s largest provider of flexible office space has turned to Adexchange to greet its’ customers. New menus, better routing, quicker journeys and a professional voice will soon welcome every caller. We love this job – it’s what we do!

Sony re-launches with Adexchange

Apr-09April 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

Mar-09March 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

Feb-09February 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

Jan-09January 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

Dec-08December 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

Nov-08November 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

Dec-13October 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

Sep-08September 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

Aug-08August 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-08July 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-08June 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-08May 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!

 

Currys switch to Adexchange

Apr-08April 08

The UK’s leading electrical retailer needs more callers to route to the right place first time. With millions of calls a year its’ critical agent time is used effectively so we’re reducing transfers and promoting self-help channels. The ROI will be massive! 

 

German Theme Park Comes to UK

Mar-08March 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

Feb-08February 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.

 

Historic Palaces re-launch with Adexchange

Jan-08January 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

Dec-07December 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

Nov-07November 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.

Alton Towers goes scary

Sep-07September 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

Aug.-07August 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-07July 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 with Adexchange

June-07June 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-07May 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

Apr-07April 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

Mar-07March 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 07Feb-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.

 

Oddbins sign Adexchange

Jan-07January 07

With nearly 300 stores Oddbins is one of the UK’s leading wine merchants – and we’re thrilled this award winning retailer has asked Adexchange to create a better caller experience. We’re already drafting scripts and auditioning voices so watch this space!

*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.

Clients Include

  • admiral
  • Autoglass
  • Camelot
  • capgemini
  • Dixons Carphone
  • RAC
  • dell
  • KFI
  • elephant
  • Digitalk
  • Student Loans Company
  • Hibu
  • HRP
  • hughes-car-insurance
  • lloyds-banking-group
  • Infosyss
  • PGi
  • PremiumCredit
  • RIAS
  • Royal-Collection
  • The-Football-Pools
  • The-O2
  • Thomas cook
  • waitrose
  • aeg
  • lego
  • knowhow
  • legoland
  • nationwide
  • sealife
  • confused
  • the-economist
  • wembley
  • Hampton Court
  • Rolls Royce Logo

Tel: 0345 260 8060   Email enquiries@adexchange.co.uk