Avaya undertakes one of the largest deployments in Europe of voice and name recognition software for answering and placing telephone calls Avaya, a leader in providing voice and data networks to businesses, has developed an automated intelligent interactive voice response (IVR) system that answers the phone, recognises spoken names and transfers calls efficiently like a telephone receptionist. The new technology, which uses advanced speech recognition technology, has huge potential for freeing up the time of receptionists and contact centre staff.
For the past six months Avaya`s `name dialler` technology has been successfully trialled at the company`s flagship UK and Ireland headquarters at Guildford, Surrey. It has now been rolled out to most of Avaya`s 1 000 employees in the UK and Ireland where it handles over 700 calls per day. Avaya plans to market the technology to a range of organisations, particularly those in the contact centre sector across Europe, the Middle East and Africa (EMEA). It is being supported by Gold Systems, which helped develop the new software-based system and which will provide implementation services.
A major benefit of the system is that callers need only remember one number when calling a company. When the phone is answered the `virtual receptionist` asks the caller to speak the first and last name of the person they wish to contact. It then transfers the call, confirming whom the caller is being connected to. At anytime, the caller can `interrupt` the automated system and ask to be transferred to an operator/receptionist if they have other requirements. If the system is unsure of the name being spoken it will clarify the caller`s request before transferring to an extension.
Also, the name dialler notes what department a person works in alongside the pronunciation of their name. If there were more then one person with the same name, the system will ask the caller if they would like to speak to `Joe Smith in Sales or Joe Smith in Marketing?`
The Avaya name dialler uses advanced speech recognition software from Nuance, a world leader in voice authentication and speech recognition. Sophisticated software analyses the speech pattern and compares it with the names in the database. In this way it can best match names and recognise abbreviations such as `Suzy` for `Suzanne`
Gold Systems, a company specialising in voice and wireless web applications, provided additional script and grammar software, programming and integration services. Success On Hold provided the voice of the virtual receptionist. The entire software package is integrated with the Avaya Interactive Voice Response System, which runs on Avaya`s communications servers.
Clive Sawkins, vice-president for Avaya in the UK and Ireland, commented: "We`ve seen massive strides in speech recognition over the past few years, so much so that we have the confidence to roll-out this new service across our sites in the UK and Ireland. We also believe it has the potential to liberate call centre agents and receptionists the length and breadth of the country, freeing up their time to undertake more fulfilling, productive and rewarding tasks."
Ron Griffiths, Gold Systems` European managing director, commented: "This solution will relieve the strain for receptionists who handle hundreds of calls per day and will enable the caller to connect to their desired extension much faster. The system can be programmed with various pronunciations for names and it will always check it`s got the right person for the caller before transferring the call."
Nick Applegarth, EMEA managing director for Nuance, said: "Avaya - like many other innovative and forward thinking companies - has realised the power of speech recognition technology to increase customer satisfaction and reduce costs. The new system will not only make it easier for customers calling in, but will improve productivity too."
Web-based maintenance tools enable Avaya to easily administer and maintain the software. Additional names, amendments and deletions may be dealt with quickly from the desktop, whilst reporting tools monitor, for example, the number of calls received, any calls that the system did not recognise and how the system is performing in general.
The name dialler technology is available now in the following languages: UK English, French, German (and Swiss accented German), Spanish, Norwegian, Danish, Swedish, Italian, Dutch, Turkish and Czech. Also, a multilingual version is available.
Nuance and Gold Systems are members of the Avaya Developer Connection Program, which provides marketing and sales support, development tools and system compliance testing for independent software developers and third-party infrastructure vendors that offer integrated solutions for Avaya enterprise network systems and applications.
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Avaya IVR is a sophisticated software solution that provides callers with automated self-service transactions, from simple enquiries to complex navigation and access to a company`s databases where important customer information is stored. Avaya IVR offers a complete range of speech recognition features, starting with simple digit recognition to very complex natural speech understanding - in this case a special name dialler function. Avaya IVR is part of Avaya`s overall customer relationship management (CRM) portfolio and can be found in many of today`s advanced contact centre implementations.
Avaya
Avaya Inc, headquartered in Basking Ridge, New Jersey, is a leading global provider of voice and data networks as well as communications solutions and services that help businesses, government agencies and other institutions - including more than 90% of the FORTUNE 500 -- excel in the customer economy. Avaya offers Customer Relationship Management Solutions, Unified Communication Solutions, Service Provider Solutions, MultiService Networking Infrastructure, and Converged Voice and Data Networks - including the company`s no-compromise Avaya Enterprise-Class IP Solutions (ECLIPS) - all supported by Avaya Services and Avaya Labs. Avaya is the worldwide leader in unified messaging, messaging systems, call centres and structured cabling systems. It is the US leader in voice communications systems and services. Avaya is an official sponsor of the 2002 FIFA World Cup, the FIFA Women`s World Cup 2003 and the 2006 FIFA World Cup tournaments. For more information about Avaya, visit its Web site at http://www.avaya.com.
Gold Systems, Inc
Gold Systems, Inc makes it easier for companies to empower their customers with instant access to information and transactions by combining the power of speech recognition with the wireless Web. Using standards-based technology for speech recognition and wireless Web interfaces, its primary product, Vonetix, simplifies business-to-customer communications and data access while leveraging existing infrastructures. Gold Systems counts 11 of the US Fortune 20 as clients and was named in the 1998 Inc 500 and Deloitte & Touche Fast 500 lists of fast-growth, privately held US companies. The company`s UK office is based at Wyvols Court, Swallowfield, Reading, RG7 1WY. Tel: + 44 (0)118 988 0792 and at www.goldsys.com. `Vonetix` is a trademark of Gold Systems, Inc.
Nuance
Nuance`s speech recognition, voice authentication and text-to-speech software is changing the way companies interact with customers over the phone. In markets around the world, leading carriers and corporations - including Advanced Bank, British Airways, the British Home Office, Chronopost, Deutsche Telekom, Lloyds TSB Bank, Odeon Cinemas, SAS, Telia Mobile, UBS, UPS and many more - use Nuance`s software to reduce costs, increase customer satisfaction and retention, create new sources of revenue and improve security. Nuance`s software powers a range of innovative applications including automated directory assistance, voice-activated dialling, self-service banking and voice-driven customer relationship management.
Nuance is headquartered in Menlo Park, California and has its EMEA (Europe, Middle East and Africa) headquarters in Guildford, UK, with operations in Paris, Munich, Milan and Madrid. Its products are available in 19 European countries and 14 European languages (27 languages worldwide).
For further information go to www.nuance.com or call the press office on +44 (0)20 7386 1579.
Success on Hold
Since 1992, Success On Hold has pioneered the understanding of the positive effects of creative messaging and has used this to create a unique service solution that supports customer contact operations and strategic brand initiatives. Today Success On Hold counts 40% of the FTSE top 100 companies as clients and features within the Dun & Bradstreet Hot 100 fastest growing independently owned companies. For more information about Success On Hold`s creative queue and IVR messaging solutions, please call +44 (0)870 5134848 or visit www.success-on-hold.com.
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