Telecoms firm introduces voice-recognition system

A
telecoms company is introducing automated voice response telephone systems in
an effort to free up time and make staff more productive.

Telecoms
firm Avaya has rolled out an intelligent interactive voice response (IVR)
system to its 1,000 UK staff to help them deal 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.

Avaya
vice-president Clive Sawkins said the software, supplied by Nuance, had been
successful during a trial period and helped callers get through to the correct
person:

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"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