Allied Irish Bank’s Speech Recognition Deployment is Shortlisted in the FST Awards

Allied Irish Bank (AIB) has been shortlisted in the 2009 Financial Sector Technology awards for the much coveted Best Use of IT in Retail Banking award category. AIB has deployed a speech recognition solution for its high-value Relationship Managed customers. The solution, which is the single largest speech recognition deployment in Ireland, has greatly enhanced the customer experience by eliminating layers of IVR touchtone procedures, speeding up the process of reaching the intended person or function. Developed by SpeechStorm and implemented by eircom, the hosted solution has allowed in-branch staff to focus more on value-add activities and reduced the load on contact centre staff. [click heading for more]

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]

Blood donors feedback 90% confidence in NBS speech recognition trial

SpeechStorm, (www.speechstorm.com) has today revealed that the National Blood Service (NBS) has successfully trialed its automated speech recognition solution efficiently guiding thousands of blood donors to make an appointment or handle a general enquiry.
Partnering with outsourced contact centre provider, Teleperformance, SpeechStorm implemented its call routing product (Information Line) and Questionnaire Builder to randomly select callers across the National Blood Service's hundreds of thousands of donors to gather their views and opinions of the new speech recognition service. Callers were also offered an opportunity to participate in a short, automated speech-based, survey to give feedback on their experience of the speech service. The survey produced very positive results. 89% confirmed that they found the system easy to use and 90% said they would be confident to use the speech recognition service again. click heading for more]