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Latest News

Firm to use automated voice response phone system

by Personnel Today 24 Jul 2002
by Personnel Today 24 Jul 2002

Companies
are introducing automated voice response telephone systems in an effort to
free-up time and make staff more productive.

Telecomms
firm Avaya has rolled out an intelligent interactive voice response (IVR)
system to all its 1,000 UK-based staff in a bid to help with more than 700
calls a day.

The
virtual receptionist can identify any member of staff through voice recognition
and connect a caller to an individual member of staff in a call centre or
office.

Clive
Sawkins, vice-president for Avaya, said the software, supplied by Nuance, had
been successful during a trial period and helped callers get through to the
correct person: "We believe it has the potential to liberate call centre
agents and receptionists by freeing-up their time to undertake more fulfilling,
productive and rewarding tasks," he said.

By Ross Wigham

Avatar
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