Stream Energy Unveils State-of-the-Art Customer Service System

In the first month since the installation, overall talk times for Stream Energy agents have decreased by nearly 30%, 25% of customers have shown a preference for using the new self-service options, and almost 90% of customers using the call-back feature are finding it meets their needs. [click heading for more]

TFCC extends the strategic alliance with Eckoh

Eckoh, a provider of hosted speech recognition services, has announced a new five year contract with Twenty First Century Communications, for the delivery of automated power outage communications solutions into the UK utilities market. The solution provides callers with location specific restoration updates by identifying their exact location from their spoken post code, address and telephone number using Eckoh's ASR. Other capabilities of the solution include call back capability, designed to confirm with customers when power has been restored in their local area. [click heading for more]