Virgin Atlantic Flying High with New Voice-Based Flight Information Service from Nuance

LONDON and MENLO PARK , CA - Virgin Atlantic's has awarded a contract to Nuance (Nasdaq:NUAN) for customer service inquires such as departure and arrival information. After a competitive bidding process, Nuance was chosen to implement a speech-based automatic flight information line in both the United States and United Kingdom . Virgin Atlantic is using the Nuance Voice Platform(TM) for this deployment.


The dedicated voice-based flight service will respond to customers' inquiries and enable Virgin Atlantic fliers to obtain information about flight departure and arrival times. The speech-based system is more flexible and intuitive than Virgin Atlantic's previous touch-tone phone system and will handle more than half a million customer calls a year. The new system will also allow Virgin Atlantic contact center agents to spend more time with customers that have more complex inquiries. The information line will be customized for Virgin Atlantic to ensure the voice on the other end is personal to the Virgin Atlantic brand by using Nuance's Persona Design Service.


Kim Pharro, telecommunications team leader at Virgin Atlantic, said, "Nuance's approach to this project was the best we saw in its field. We were impressed by the enthusiasm demonstrated by Nuance from the very start, when we were looking to find a partner to work with us. Nuance offered us a wealth of experience in the airline industry, and the team working with us has demonstrated a great deal of knowledge and experience. It is easy to put your trust in such good credentials and products."

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