BSkyB Deploys SpeechStorm Applications

British Sky Broadcasting Group (BSkyB), has deployed SpeechStorm's advanced customer care applications to deliver highly personalized self-service to its 10.5 million Sky customers.

As the United Kingdom's leading satellite broadcasting, broadband, and telephony services company, Sky deals with more than 52 million calls a year. Using SpeechStorm applications, Sky can now provide a fully tailored experience for customers wishing to pay their bills or sign up for new services over the phone.

SpeechStorm provides a range of phone self-service applications using a combination of speech and touch-tone interactions. Its Business User Interface enables rapid deployment of new services and instant changes to prompts and menus.

"Self-service for Sky is about much more than just automating calls. We want to deliver a customer service experience that customers will be happy to come back to use again and again," said Andrew Stevenson-Thorpe, head of channel e-Experience at BSkyB. "Rapid deployment of the solution and the ability for Sky to manage and change the applications on an on-going basis was a key requirement from the outset, we also wanted the confidence that our key performance indicators would be met. I am glad to say that SpeechStorm has met and exceeded our expectations on all fronts."

Oliver Lennon, CEO of SpeechStorm, commented "At the outset of the project Sky set a number of challenges for the team and the software, including rapid deployment and high completion rates, as well as delivering an exceptional caller experience. Using SpeechStorm applications enabled Sky to deploy the new services within four months and with 70 percent less effort than using a traditional development approach."

SpeechStorm will be working with Sky during the coming months to further enhance the customer self-service experience.