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Transversal Wins Contract To Provide Self-Service To Capita And BBC Audience Services Until 2019
(M2 PressWIRE Via Acquire Media NewsEdge) Cambridge, UK, -- Transversal has been working with Capita Business Services since March 2008, providing self-service technology to support the BBC's Audience Services. The contract extension until 2019 is a huge vote of confidence for Transversal and its market leading customer self service solutions. It is also indicative of the solid foundation that has grown over the last fifteen months between Capita and Transversal.
"Capita Business Services has been running the BBC Audience Services Contract for BBC for 10 years now and we are pleased to secure another contract term," said Jonathan Rush, Head of Business Development at Capita for BBC Audience Services. "The service runs 24/7 and we were seeking effective self-service capabilities that will free staff time and enable them to have a greater focus on value-added services. Transversal's technology has been integral to helping us achieve this goal. Extending the contract with Transversal made perfect sense. Throughout the contract term, Capita will work with the BBC to find new applications for Transversal technology across the broad spectrum of audience communication."
The BBC Audience Services contract includes the BBC iPlayer application through an advanced 'Help'website service developed by Transversal. It allows users to get instant and accurate online answers to questions that can be asked using everyday language. The technology is also used for FAQ support for all BBC general queries. Since Transversal's technology was deployed, millions of customers have used the iPlayer help service and 99.6 per cent of queries are now being answered automatically.
Capita's contact centre agents have also benefitted from an internal Ask a Question help service. Not only has it enabled them to provide fast answers to caller's questions, but it has also proved a valuable tool for staff training.
"Naturally, we are thrilled with Capita's commitment until 2019 and it's certainly a great accolade for the future of customer self-service. Every application is different and we recognise that the BBC had some unique requirements, not to mention the need for a large knowledgebase of answers," said Davin Yap, CEO, Transversal. "Using our artificial intelligence technology this isn't a problem, as the knowledgebase is kept up-to-date organically. Clearly it's working well, so we'll be using the same structure and hosting infrastructure into 2019 and hopefully beyond."
Jonathan Rush concludes: "The BBC audiences want and expect new communications channels across the range of BBC services. They're ready and willing to use self service technology and we are meeting that demand head-on."
About Transversal
Transversal is a Cambridge-based developer of multi-channel eService solutions for customer-facing websites and contact centres that achieve high-impact wins on improved service, reduced costs and increased sales. Transversal's flagship Web Self-service Sales EngineTM solution uses the online customer service interaction to deliver targeted offers and advertising based on what customers ask about - a customer service strategy proven to produce high response rates and sales, while simultaneously improving customer service quality and efficiency. MetafaqTM reduces the volume of call and email queries to contact centres by automatically answering customers' questions online. Transversal customers will typically see immediate and dramatic email reductions, by around 60%, and improvements in email response times, from days to minutes. Intrafaq, Transversal's knowledge management solution for contact centres, delivers information to agents in a unique way from a dynamic natural language knowledgebase. Simply by typing a question, in their own words, agents can access answers to customer questions; providing fast, accurate and consistent responses. Organisations benefit from increased first call resolution and efficiency by improving the knowledge and quality of service provided by customer service and help-desk agents. Transversal's Memory Engine is the result of research and development by top researchers in Information Theory and Machine Learning from Caltech and Cambridgeuniversities. Transversal co-founder, Prof. David MacKay, is a world renowned expert in Artificial Intelligence. He pioneered Bayesian Neural Networks in the late 1980s and remains at the forefront of the field.
About Capita Business Services
Capita is the UK's leading business process outsourcing (BPO) and professional services company. It delivers back office administration and front office customer contact services to private and public sector organisations across the UKand Ireland. Capita's flexible structure enables us to deliver multiple services to individual clients, and multiple services across multiple markets, highly efficiently.
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