Contact Centres

Broca Networks designs, deploys and hosts computer based speech recognition applications and services. Broca’s Contact Centre Solutions enable our customers to automate simple call requests by directing them to an automated speech recognition system. This reduces overheads, increases staff efficiency, and improves customer service levels.

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The Business Need

Maintaining a Contact Centre or Customer Service Centre can be expensive and inefficient. Call volumes are unpredictable and good agents are difficult to recruit and retain. Long call-holding time and limited hours of service can result in dissatisfied and frustrated customers. Touchtone phone menus are often long, tedious and confusing - they address some of the issues, but, more often than not, the caller will choose the option to speak to a live operator when they get lost in the system.

Broca Solution

Broca uses latest generation computerised speech recognition technology to enable you to reduce costs and increase efficiency:

• Reduce staff overheads and infrastructure investment whilst increasing incoming call capacity.
• Resolve problems caused by high staff turnover (lowering recruitment and training costs).
• Create customer loyalty and satisfaction through reduced time on hold, and 24/7 access to services.

Cost Effective

Broca solutions are flexible enough to adapt to changing business requirements:

• Rapid return on investment.
• Speech applications integrate with your existing systems, leveraging your previous investments.
• Secure hosted services avoid capital investment, and minimise ongoing staffing costs.
• Broca Networks’ services are fully scalable, allowing businesses to extend applications in line with growth.

Current speech technology provides a robust and scalable solution. The speech recognition engine interprets human speech, while text-to-speech technology may be used to provide synthesised speech when required. This combination allows a wide variety of data to be delivered automatically to a person, a database or a CRM system.

Broca Networks has developed a framework that enables our customers to apply this technology to deliver real solutions and applications that will increase efficiency in day-to-day business. Once an application has been deployed, it is cost effective to extend and enhance services as business requirements change.

Broca Networks provides a full service including: Project Identification and Needs Analysis; Design and Development; Hosting and Maintenance.