Speech Applications & Solutions

Speech Applications & Solutions Featured Article

 

For TeliaSonera customers, service has never been easier. The Sweden-based telecommunications company serving the Nordic and Baltic regions recently tapped Nuance (News - Alert) for its Call Steering solution to help better serve the needs of their call center.

 

Call Steering from Nuance, according to a report from TMCnet’s Stefania Viscusi, is a solution that offers call centers accurate call routing using speech technology.

 

TeliaSonera’s customers describe their needs in their own words and are then moved to the appropriate call center destination, resulting in a high put-through and caller completion rate.  TeliaSonera’s cyber agent greets callers, opening the line of communications and allowing the caller to say exactly what their needs are.

 

“The solution from Nuance is excellent at resolving customer queries. We based the roll out on a preliminary evaluation of more than one thousand customers which saw a 67 percent preference for the speech-enabled solution compared to 15 percent preferring touchtone. That’s quite a shift in attitude for callers,” said Anders Gylder, senior vice president, Customer Care Unit, TeliaSonera Sweden in a press statement. “The mix of automated routing with natural speech ensures the caller is receiving the optimum service from our call center. Our goal is to optimize our operational performance while maximising the customer experience, and we recognized that speech technology is key to pushing us firmly in the right direction.” 

 

Accurately routed calls deliver shorter, more efficient interactions that offer a more satisfactory experience. According to Nuance officials, Call Steering is the answer to outdated technologies such as touchtone systems.

 

“The human touch can be replicated easily with Call Steering to deliver callers to their required solution as quickly as possible,” said Peter Hauser, senior vice president and general manager of Nuance Communications International.

 

The TeliaSonera implementation was carried out in two phases, first involving a live deployment in June 2006 in a limited geographical area in Sweden  and then the national roll out in November 2006.

 

Recently, Nuance certified their Call Steering solution for Aspect’s Customer Self Service 7.2. According to an article on TMCnet, the process was one of the easiest certifications ever completed by Aspect.

 

Nuance Certifies Open Call Steering Deployment for Aspect's Customer Self Service 7.2

Nuance's Jeff Foley on Call Steering