553 — Broca Networks deploys speech driven online brochure request service

Mar 6, 2003 | Conteúdos Em Ingles

Broca Networks, providers of speech technology applications, and Confero, operators of outsourced call centres, formed a partnership to deliver the UK’s first speech automated Travel Brochure request line.

“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,” David Freedman, managing director of Confero, explains.

The online brochure request service was designed using advanced speech technology that could collect data from the caller – 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 provided in Broca ‘s hosting centre, “avoiding the issue of customers facing costly investment in infrastructure and recruitment to build and maintain the service”.

Brian Corbett, CEO of Broca Networks commented: ‘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 centre staff to focus on more complex customer requests.”