Speech Technology Used To Create Brochure Request Service
CAMBRIDGE, UNITED KINGDOM - Broca Networks, providers of speech technology applications and services, and Confero, operators of outsourced call centers, formed a partnership to deliver a speech automated Travel Brochure request line. Broca Networks recognized that a speech technology application that could automatically handle the high volume/low value customer contact calls would benefit call center operators with a solution for collecting "simple" data requests and provide their customers with the benefits of 24X7X365 service and at the same time reduce costs. The online brochure request service was designed using advanced speech technology that could collect data from the caller in real time. The caller's name, address, postcode and brochure request are captured using a speech recognition platform that processes the information automatically. Using text-to-speech technology, this information is then read back to the customer to confirm the details they have given are correct. This information is then fed directly into the customer database for immediate fulfilment. The service is hosted in Broca's secure hosting center. Sky Holidays, one of the UK's major direct-sell travel companies is utilizing the service. Alex Roberts, marketing manager at Sky Holidays said: "This speech recognition solution allows Sky to provide our customers with a 24*7*365 service while maximising revenues from our live call center team." Brian Corbett, CEO of Broca Networks said: "This is one of the many areas that benefit from speech technology solutions. Our customers are looking for ways to increase customer service whilst reducing costs. Today speech technology is robust, accurate and with the right application and dialog design it can "remove" the grind by collecting the general data request calls, enabling call center staff to focus on more complex customer requests." David Freedman, managing director of Confero, explains: "Everyone in the business knows how expensive it can be to recruit and retain sufficient numbers of quality staff to cope with high seasonal volumes of simple call requests. At Confero we've looked for a solution that benefits clients and their customers, reduces overheads and allows staff to concentrate on high revenue generating activities - speech recognition delivers both."