Intraco designed the application to understand both Spanish and English, which will provide additional flexibility for FedEx Express customers. FedEx Express continually strives to exceed our customers needs and with this new Intraco Voice Powered technology, we will be integrating the most advanced information systems into our call center. The FedEx Express solution exemplifies Intraco s ability to develop useful, innovative applications that integrate best of breed speech engine technology with a customer s existing data and systems, said Walt Nawrocki, CEO of Intraco Systems. How The System Works FedEx Express customers in Puerto Rico call the customer service number to schedule pick-ups. They are greeted by the Intraco solution voice system, which prompts them for their FedEx Express account numbers and additional information.
Callers then interact with the system in their chosen language and complete the pick-up request.
The system understands customer responses and processes requests for onsite pick-up of their packages alerting FedEx Express couriers to the customer s need and location. Intraco Voice Powered Solutions increase e-commerce traffic and online information retrieval by making information easy to reach via the telephone. Intraco s Voice Powered Solutions and Voice Powered Websites enhance productivity by integrating corporate databases, IVR systems and websites, seamlessly connecting employees and customers to vital information through the power of voice. The company maintains electronic connections with more than 2.5 million customers via FedEx Powership, FedEx Ship and FedEx interNetship. SpeechWorks is headquartered in Boston, Massachusetts and has offices around the world.