Vodafone Spain, a subsidiary of Vodafone will soon automate its call centre inquiries and provide customer access to support services 24 hours a day, 365 days a year to its 9.5 million users. The new speech recognition-based customer care solution is being delivered by Nuance and its partner Ydilo Advanced Voice Solutions as part of a three-year ASP contract. The Nuance-powered voice solution will automate routine customer service inquiries, such as billing queries. Instead, Vodafone Spain’s customer phone calls will be answered by a speech recognition ‘persona,’ who will respond to requests and queries in Spanish and then route callers to the right destination.
In addition to improving customer satisfaction rates, Vodafone Spain aims to reduce the overall costs of running its call centres. By automating calls, the company will be able to respond to more customer inquiries and provide a 24-hour service, without requiring additional call centre operators. The service was trialed during mid-2003. The full deployment of the solution began in October 2003. Teaming with Nuance, Ydilo Advanced Voice Solutions will develop a complete suite of call centre applications to be installed on the platform.