Speech Applications & Solutions

Speech Applications & Solutions Featured Article

 

Callers in Switzerland will now find it much easier to attain directory assistance listings thanks to Nuance (News - Alert) Communications, who has announced they have been chosen by telecom operator Swisscom to provide their Voice Search speech solutions to make it possible for callers to find listings by simply speaking their query in German, French or Italian.

 

To access the new multi-lingual and cross-lingual service, callers dial an automated service line at 1812 and are connected with a persona that was created using Nuance's RealSpeak technology and that is animated by Swiss Radio personality Chirstoph Schwegler. 

 

By having a single voice persona that is able to speak and understand more than one language in a natural manner, Swisscom is able to offer their customers an even more branded and consistent experience—helping to improve overall customer satisfaction with their service.

 

According to a news release, the service is expected to assist an estimated seven million Swiss callers and will cost 6 Euro cents per minute plus a one-off charge of 50 Euro cents for each call. The service also offers a free SMS message containing the requested listing if callers are utilizing a mobile phone.

 

Commenting on their partnership with Nuance to develop this new service and the need to keep customer service in mind, Hans von Niederhausern, project manger from Swisscom said in a statement to the press, "By handling very high call volumes across three languages, the system will ensure our callers are experiencing a convenient and concise call, providing all of the required information quickly and easily."

 

Niederhausern also commented, "Speech technology is at a level now where it is delivering real customer satisfaction through superior results. Call times are reduced and callers are guaranteed an immediate response, enabling us to deliver a unique and valued service."

 

Nuance first introduced the Voice Search offering earlier this month. Nuance Voice Search is a portfolio of speech solutions that address directory assistance needs and that makes it faster, easier and more convenient to find information by speaking to the system.