BT Business in Drive to Improve Customer Service
United Kingdom - Nuance Speech Recognition Helps BT Provide Better Service
Nuance Communications have announced that BT Business will
implement Nuance’s natural language call steering solution as
part of a drive to improve the customer service experience and
to drive efficiencies in customer service operations.
Following a review, BT Business identified that the Nuance
solution will help its one million UK business customers reach
customer service using a single telephone number and be directed
to the relevant customer service agent or automated service
after a short explanation.
It is anticipated that the new service will help customers
easily self route their call. BT Business will also be able to
accurately route the 10 million inbound calls it receives
annually, and allow its customer service representatives to
spend their time resolving caller issues.
Bruce Carter, customer experience director, BT Business said:
“We want our customers to be able to concentrate on running
their businesses rather than their networks and IT. A first rate
call steering solution will make it easy for them to contact us
when they need to and reduce the time it takes us to help them.
We expect that Nuance’s natural language service will help us
streamline and simplify this process improving our customers’
experience.”
“With customer service a key differentiator in this competitive
market, BT Business has identified how it can transform its
inbound contact strategy with call automation,” commented Ian
Turner, general manager, Northern Europe, at Nuance
Communications. “With nearly 75 percent of all customer
interactions still taking place through the telephone channel,
it is
imperative that companies deliver levels of service that
consumers want and rightly expect from call centres, and to
create long-term brand loyalty.”
About Nuance Communications
Nuance is a leading provider of speech, imaging and customer
interaction solutions for businesses and consumers around the
world. Info:
http://www.nuance.com.
About BT
BT is one of the world’s leading providers of communications
solutions and services operating in 170 countries. Info:
www.bt.com/
