Eckoh, a provider of speech recognition and associated payment solutions, has extended its contract with Ideal Shopping Direct, one of the UK's leading multichannel home shopping retailers, for the provision of advanced speech solutions for product ordering and customer service.
Eckoh has worked with ISD since 2005, and it is one of Eckoh's largest clients, generating more than 15 million minutes of call traffic in 2012. The extended contract will run until at least January 2015 and secures a significant amount of revenue for Eckoh going forward.
ISD sells its products to consumers via the Internet and its four television shopping channels, Ideal World, Ideal Extra, Create and Craft, and the Deal Channel, which are broadcast to 24 million U.K. households.
Eckoh currently provides a solution that enables customers to place orders entirely through an automated system and then to track an order through the delivery process or to speak to a live advisor as required. As part of the agreement Eckoh will be re-developing and migrating the product ordering and customer service solutions to operate on their newer VoiceXML hosting platform.
Nik Philpot, Eckoh's CEO, commented: "We're very excited to be continuing our long standing relationship with Ideal Shopping. This is a significant renewal for our business and further endorses our market leading position. The re-design of their services will provide the opportunity to consolidate on our experience of working with them over the last 8 years as well as incorporating their vision for the future business, enabling us to deliver an even more reliable, convenient and trustworthy service to their customers."
Mike Hancox, ISD's CEO, said: "Eckoh has proven over many years to be an extremely capable and reliable partner, consistently delivering the highest quality automated solutions. When you combine this with their innovative and flexible approach to our business, it made our decision to extend our relationship with them an easy one, and we look forward to working with them to create new services that will support us in the future growth of our business."
For more information, please contact:
Nik Philpot, CEO
Adam Moloney, group finance director
www.eckoh.com Tel: 01442 458 300
Jeremy Garcia, Gabriella Clinkard Tel: 020 7466 5000
Shaun Dobson, Matt Thomas Tel: 020 7496 3000
Eckoh is a provider of speech recognition and associated payment solutions across voice, Web and mobile channels. The company is a PCI DSS level one accredited service provider, currently processing more tjan £250 million in card payments annually.
Eckoh’s solutions enable payments, transactions, and enquiries to be processed without the caller needing to talk to a contact center agent. Its infrastructure can handle up to 8,000 calls simultaneously, which means that calls will always be answered no matter how unpredictable the circumstances.
For more information, visit: www.eckoh.com
About Ideal Shopping Direct
Ideal Shopping Direct is a leading digital retailer, selling products to consumers via its television shopping channels and the Internet. It operates four television shopping channels:
- Ideal World is its flagship channel, bringing a department store filled with fantastic brands. Available on Freeview, Sky Digital, Freesat, and Virgin, Ideal World is live 17 hours a day.
- Ideal Extra brings gardening, home, kitchen and technology, as well as craft and the best of our Ideal World shows. It is available on Sky and Freesat.
- Create and Craft provides specialist craft and hobby products and is available on Sky, Freeview and Freesat live 12 hours a day.
- The Deal Channel is a one-stop-shop for top brands at great prices. It is available on Sky, Freeview and Freesat.
The company broadcasts to more than 23 million households in the U.K.; each channel is supported by a transactional Web site that also streams the TV broadcast. The television shopping market in the UK has grown dramatically in recent years as digital TV has spread. Its subsidiary, Ideal Sourcing, supplies major UK retailers and wholesalers with craft and related products. It recently acquired 'Lead the Good Life' which operates an online and mail-order gardening business under the Lead The Good Life brand, along with mydoodle, the online platform for creativity, and Deramores, the UK's leading online retailer of knitting supplies. ISD currently employs more than 500 people, mainly at its broadcasting and distribution site in Peterborough, England.