Case Studies

IVR call containment exceeds benchmarks for BankMobile Vibe

Ubiquity analyzed BankMobile Vibe's Interactive Voice Response call structure and quickly recommended a customized logic module for routing “Where’s my refund?” calls. The self-service option was implemented within a week.
IVR call containment exceeds benchmarks for BankMobile Vibe

The BankMobile Vibe app, which serves the financial needs of U.S. college students, experienced a sudden influx of callers looking for refunds for tuition paid and financial aid disbursements. Cash-strapped students were eager to know their exact account status.

The company behind the app looked to Ubiquity to respond quickly with a self-service solution that would:

improve call containment dramatically

relieve the increased burden on agents

improve customer satisfaction

create automated agent processes

Discover all the details that contributed to making this IVR Case Study a success...


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