Yell Selects Voice Automation from Nuance
MENLO PARK, Calif. - Yell Group PLC, an online and offline directory operator, has chosen the Nuance Voice Platform as the basis for its voice-enabled customer service systems.
"Voice automation is important to our long range customer service strategy, enabling us to better meet the needs of our clients 24 hours a day, seven days a week," said David Warmsley, head of e-development at Yell. "Our initial in-house pilot clearly demonstrated the benefits of using voice automation technology. We have now identified a number of customer-facing services where voice automation can be successfully deployed to enhance our service and reduce overall costs. We chose Nuance as they offered us a wealth of experience, which is clearly reflected in the number of successful UK deployments in which they have been involved."
Yell is using the Nuance Voice Platform, which is optimized for speech and based on an open architecture. The product enables businesses to run their voice solutions on a range of operating systems, telephony hardware and application servers. It supports both touchtone and speech recognition-based systems.