Dallas VRU Firm Provides Call Center Product to Diversified

March 30, 2004 (PLANSPONSOR.com) - Diversified Investment Advisors has enhanced its participant call center with the Omvia platform by Intervoice, Inc., Intervoice announced.

The Dallas-based company said its speech-enabled system has made it easier for participants to:

  • check account balances
  • review investment performance
  • update their investment strategy for existing assets or new contributions
  • change personal account information
  • initiate selected transactions.

The application redesign has resulted in cost savings and efficiencies for Diversified. More than 96% of callers are successfully completing transactions or meeting their intended goals of the call, according to Intervoice. Additionally, the speech application has a 10% improvement rate over the existing touchtone application where fewer callers request or ultimately transfer to a live agent as previously done with the touchtone application, the news release said.