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Telekom Austria's Customer Care Service Gets Boost from Nuance

Speech Applications & Solutions



Speech Applications & Solutions Featured Article

 

 

July 21, 2006

Telekom Austria's Customer Care Service Gets Boost from Nuance

By Susan J. Campbell, TMCnet Contributing Editor

 

Telekom Austria has implemented software solutions from Nuance, a provider of speech and imaging solutions, to power an innovative speech portal that manages more than 30,000 customer inquiries daily. Implementation was completed by CreaLog, a solution-house for voice portals, CTI solutions and unified messaging for telecommunications call centers, banks and insurance and utility companies.
 
Telekom Austria’s customers will now be able to enjoy more easily acquired information. Everything the caller requires can be delivered via voice commands and dynamic, computer-generated responses. When needed, callers can check the cost of services, the status of downloads or order information material.
 
Nuance (News - Alert) is positioning this implementation as demonstrating the company’s strong capabilities in high-end speech recognition and text-to-speech software and further establishing the unmatched performance of Nuance® technology to handle high call volumes.
 
Nuance had to complete a thorough competitive process in order to win the Telekom Austria selection. After an extensive testing process, the system was implemented by CreaLog in three different locations, each one controllable by the caller’s voice. High-end text-to-speech and speech recognition software from Nuance is used in each portal.

Telekom Austria identified several key requirements for the new voice portal solution, including:
  • A system flexible enough that the configuration and dialog design could be easily modified.
  • A trouble-free CTI to be integrated with the existing networked Aspect ACD solution.
  • Excellent quality and accuracy of the speech recognition as well as the ability of the speech synthesis (text-to-speech) must be able to closely correspond to natural language.
 
According to Alois Miedl, regional manager customer care, Telekom Austria, the new capabilities and performance that this speech application brings to the company’s hotlines means that they can handle volumes of around 30,000 customers every day, with the potential to handle more callers. This is a great step for Telekom Austria in delivering much better service and experience for customers.

Michael Kloos, managing director, CreaLog, contributed that the order of Telekom Austria demonstrates again CreaLog’s leading position in providing Voice Portals for telcos, after implementing Europe’s largest mass-calling platform for the Vodafone company ARCOR, second largest fixed-line telco provider in Germany, only a few months ago.

Peter Hauser, general manager and senior vice president, Nuance Communications International noted that this service further proves how important speech technology has become for handling every day tasks easily while providing immediate value to callers.
Hauser added that Nuance is looking forward to working closely with Telekom Austria alongside Voice Portal Partner CreaLog and Nuance is very pleased to be part of such a high-profile and integral project.

It doesn’t matter what part of the world a company is located, the demand from customers will be practically the same – they want information and resolution quickly. Telekom Austria is taking an innovative approach by recognizing the value that speech-enabled solutions can offer to not just customers, but the company itself, empowering it to handle large amounts of calls without compromising service.
 
Nuance will gain significant benefit from this high-profile selection and can leverage this client relationship to build upon its base. Self-service and voice portals continue to gain market strength, especially as technologies improve, so the future is looking bright for Nuance.

Susan J. Campbell is a contributing editor for TMC and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.
 
 





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