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Speech Driven Online Brochure Request Service First In The UK To Be Deployed
Broca Networks (Cambridge UK) providers of speech technology applications and services and Confero
(London UK) operators of outsourced call centres formed a partnership to deliver the UK's first
speech automated Travel Brochure request line. Broca Networks recognised that a speech technology application that could automatically handle the high volume/low value customer contact calls would benefit call centre operators with a cost effective solution for collecting "simple" data requests and provide their customers with the benefits of 24*7*365 and at the same time reducing costs. The Service & Technology 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 hosted in Broca's secure hosting centre, avoiding the issue of customers facing costly investment in infrastructure and recruitment to build and maintain the service. The Customer Sky Holidays, one of the UK's major direct-sell travel companies is already utilising the service and experiencing the benefits of speech technology. 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 centre 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 centre 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". About Broca Networks Broca designs, deploys and hosts cost effective speech technology solutions to fulfil key business needs. Broca is focused on delivering robust and scalable applications and services for our customers in the areas of Enterprise Efficiency, Contact Centres, and the VoiceWeb. Broca provides a full service from project identification, analysis, design, deployment, hosting and maintenance. At Broca, speech recognition is seen as a natural and essential progression in communication. Current speech technology provides a robust and scalable solution for business requirements across most industries. Broca Networks has developed a framework that enables customers to apply speech technology to deliver real solutions that will increase efficiency in day-to-day business. Speech driven applications and services offer an additional and effective channel to market, maximising service offerings to customers, suppliers and employees. Broca Networks was established in 2000 and listed in the Sunday Times Tech Track "One to Watch" 2002
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