BT Business Adopts Nuance Speech Recognition to Improve Customer Service

Thursday, October 28, 2010 by Nuance Communications UK

Nuance Communications has 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 Nuance's 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 to self-route their call. BT Business will also be able to accurately route the ten million inbound calls it receives annually, and allow its customer service representatives to spend their time resolving caller issues.

Bruce Carter, customer experience director for 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 to 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% 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."