Nuance speech recognition gets ringing endorsement from BT

Touchtone mazes and misrouted calls could be a thing of the past at BT Business

BT Business to use speech recognition in its call centres

BT Business is to deploy Nuance's Call Steering speech recognition system in a bid to improve customer service.

After a review of its current operations, BT Business chose Nuance's natural language solution, with the rollout scheduled to take place over the next six to nine months.

BT Business hopes the system will accurately route the annual 10 million inbound calls from its one million customers, allowing customer service representatives to spend more of their time resolving caller issues.

BT Business customer experience director Bruce Carter said, "A first-rate call steering solution will make it easy for customers to contact us, and reduce the time it takes us to help them."

Nuance Northern Europe general manager Ian Turner said, "Customer service is a key differentiator in this market , and with nearly 75 per cent of customer interactions taking place over the phone, it's important that companies deliver service levels expected by customers."