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London, UK – November 20th , 2007 - Fluency Voice Technology, ( the packaged speech recognition company, today announced that Thomas Cook has deployed the Fluency VSA™ speech recognition application suite to provide an automated service that enables its holiday customers to pay the outstanding balances on their holiday at any time of the day.

Holiday balance payment calls were identified as straight forward transactions that could be automated using speech recognition technology, freeing up agents with more complex, time consuming enquiries. Furthermore customers simply dialing in to pay their outstanding holiday balances can do so at any time of the day, without any delay.

Thomas Cook selected Fluency’s VSA suite as its hosted speech recognition system and following some early trials, the system went live in August 2007. “This has been a very successful technology implementation” comments Jo Stamper, Thomas Cook’s sales centre manager. “At peak times we take up to 70 holiday balance payment calls per day and using Fluency’s payment capture application our customers can self-serve and complete the transaction by phone. This has immediate speed benefits to the customer paying their holiday balance and enables our call centre staff to spend more time with other holiday customers who have more complex queries such as amending bookings.” Jo continues, “We have monitored the service to gauge its success and we are delighted with the number of completed calls that we are achieving with the Fluency system.”

Thomas Cook is now looking at how else it can use the technology.

Steve Feeney is Fluency’s VP EMEA sales and marketing and says, “The tide is turning in favour of automated speech recognition services to handle simple, repeatable tasks. Consumers are used to paying bills and getting hold of information at any time of the day and by using speech recognition for these transactions call centres can dedicate their time to increasing service levels for those customers who need to speak to a live agent. As consumers we dislike queuing so the option to self serve on straightforward transactions is appealing.” Steve adds, “We are delighted to have achieved such visible success in a short time with Thomas Cook and we look forward to replicating that success in the next and future application of our technology within their business.”

To find out how you can benefit from Fluency’s packaged speech recognition applications in your business, get in touch today via

About Fluency Voice Technology

Fluency provides on-premise and hosted packaged speech recognition solutions for call centers.

Fluency’s speech recognition solutions are used by call centers to improve customer service and significantly reduce costs. These call centers come to us because of the unique way we package and provide our speech solutions, which ensures a rapid, inexpensive, trouble-free rollout. Our configurable speech recognition solutions are delivered via the VSA™ Suite. VSA provides a range of applications which can be deployed individually or collectively to automate call center workflows. Each VSA deployment is fully configurable, allowing customers to make changes in response to business needs.

Fluency has offices in the UK and the USA. For more information please visit the corporate website on

PR Contact:

Carina Birt, Sarum
PR for Fluency Voice
Tel: +44 1722 411150

This press release was distributed by ResponseSource Press Release Wire on behalf of Sarum PR in the following categories: Business & Finance, Computing & Telecoms, for more information visit