Telewest Broadband has selected Syntellect’s VistaPayment voice-enabled credit card payment system. The system has been deployed and went live on October 16, 2003. Telewest Broadband operates a telecommunications, internet and cable television service across many locations in the UK and has over 1.7 million customers. VistaPayment enables Telewest Broadband to reduce the cost of credit card transactions by automating a function that is currently outsourced and by streamlining the company’s collections strategy.
Using voice recognition technology, VistaPayment also enables Telewest Broadband to deliver a consistent brand message to its customers through a custom designed Voice User Interface (VUI).
“Last year we processed in excess of 1.9 million card payments manually,” said Sean Risebrow, Telewest Broadband’s head of billing strategy and development. “By automating this function we are able to focus on enhancing the customer’s experience, reducing the costs associated with credit card payments, and achieving the goals we have set for the customer service team.”
‘Telewest Broadband’s implementation of VistaPayment represents another successful speech solution deployment by Syntellect, designed to address some of the most common challenges faced by enterprises every day,” commented Chris White, managing director of Syntellect’s UK operations.
“As well as reducing operating costs, Syntellect worked with Telewest Broadband to design and develop a VUI. A properly designed Voice User Interface is an opportunity to reinforce and enhance brand and it’s a chance to speak to customers in a way they would like to be spoken to. The element of persona is the key to creating a compelling, over-the-phone speech experience that callers appreciate and value.”
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