Consumers Seven Times More Likely to Respond to an Outbound Speech-Enabled Call than SMS -According to Environment Agency Survey

SpeechStorm has today revealed the results of an Environment Agency survey into proactive outbound notifications i.e. where a text message (SMS) or an automated phone call is used to proactively contact customers. The Environment Agency commissioned the survey to contact a selection of its small business customers and measure the effectiveness of SMS messaging versus outbound phone messaging to raise awareness of their Internet services. Working in partnership with outsourced contact center provider Teleperformance and using SpeechStorm’s Proactive Notification Suite the Environment Agency surveyed a sample of 250 customers using automated voice technology by phone and 250 using text messages. In each case the customer was alerted about new legislation and given a ‘call to action’ to find out more information online. The survey found that consumers are seven times more likely to act in response to a speech rather than an SMS notification. [click heading for more]

G-Force Delegates Experience SpeechStorm’s Outbound Speech Technology First Hand

SpeechStorm, (www.speechstorm.com) has today announced that it worked with its key partner, Genesys, to deliver an Outbound Speech notification to G-Force delegates which gave details of the welcome reception held last night. This outbound call, powered by SpeechStorm, proactively welcomed delegates, asked them if were planning to attend the welcome reception and based on their spoken response, advised them of the time and location of the welcome reception.SpeechStorm’s Outbound Speech technology gives organisations more than simple outbound notifications; it also allows them to interact with the customer to instigate and complete transactions such as insurance policy renewal notifications, outstanding bill payments and conducting questionnaires etc. These reminders or notifications significantly enhance a contact centres’ customer service programme, directly improving the customer experience and at a fraction of the cost of live agents. [click heading for more]