Parlance Partners with Texas A&M to Manage Operator Services

WOBURN, Mass., May 28, 2014 /PRNewswire/ -- Parlance Corporation today announced a new partnership with Texas A&M University of College Station, TX. The 50,000 student university has implemented Parlance's Operator Assistant™ automated call handling solution to manage operator call load and streamline operator services management.

"As part of a campus outsourcing project we needed to find a solution that would minimize our operator staffing needs," said Mark Herro, IT Manager, Telecommunications at Texas A&M. "After conducting an RFP process, we selected Parlance Operator Assistant as the best solution for Texas A&M."

Parlance Service Engineers worked with Texas A&M to integrate the required Operator Assistant applications to meet the school's call handling and operator services needs. The first step was developing simple and efficient solution dialogs to emulate the human experience for callers. Parlance next worked with Texas A&M's IT resources to establish an accurate contact data directory and updating process to keep it current -- a crucial component in maintaining ongoing performance.

Callers to the university are now greeted with a simple branded greeting ("Thank you for calling Texas A&M University, who would you like to reach?"), and are immediately connected to their destination. Callers who are unsure of their destination are connected to the university's Help Desk.

Operator Assistant offloads between 50-60% of all calls. This has allowed Texas A&M to reduce the cost of operator services annually by 5X their Operator Assistant investment. In addition to reducing operator services costs, Parlance provides ongoing performance monitoring, directory management, pronunciation verification, fine-tuning, and analysis of the solution.

"The implementation process was very smooth. Not only has our operator call load been reduced dramatically, but we spend virtually no time at all on managing the system thanks to Parlance's service model," says Mark Herro, IT Manager, Telecommunications at Texas A&M University. "Parlance has been able to help us bypass a historically labor intensive operation, and we're looking at an ROI of 5X our Operator Assistant investment in the first year alone. To say we're pleased with this solution is to put it mildly."

About Parlance Corporation
Parlance Corporation provides comprehensive automated operator services solution to leading healthcare facilities, colleges and universities, and Fortune 500 companies. Parlance's Operator Assistant family of applications combines innovative dialog design, enhanced recognition, and authoritative directory management to emulate a live operator and improve service levels for callers. Learn more about Parlance Operator Assistant at www.parlancecorp.com.

About Texas A&M University
Opened in 1876 as Texas' first public institution of higher learning, Texas A&M University is a research-intensive flagship university with more than 50,000 students — including 10,000 graduate students — studying in more than 120 undergraduate and 240 graduate degree programs in ten colleges. Learn more about Texas A&M at www.tamu.edu.

For more information, contact:
Mark Bedard, Director of Marketing
PARLANCE CORPORATION
400 W. Cummings Park
Woburn, MA 01801
Tel: 888-700-6263
Email: [email protected]

SOURCE Parlance Corporation