- Fluency expands its market share, its product portfolio and its management team to take advantage of growth in Voice Self-Service
London, UK – April 18th , 2006 – Fluency Voice Technology, (www.fluencyvoice.com) the speech recognition application company, today announced annual revenues that show a 46 percent year-on-year growth over the fourth quarter of 2005, sequential growth of 16 percent, and double-digit year-on-year growth. Fluency has enjoyed a year of successful high-profile and award-winning projects most recent of which is Sutton & East Surrey Water whose application of Fluency’s technology has won it the award for the Best CIS initiative in Europe from the US Utility Planning Network.
Amongst this quarter’s new clients are South Staffordshire Water, a major new Telecommunications provider and Affinity Arcadia. In the US, Carlson Companies are reaping the benefits of a VSA deployment that provides automated travel planning services for financial services customers. Fluency continued to secure repeat orders from existing clients including Standard Life Bank, Travelodge, Capita TV Licensing, JD Williams and Lloyds TSB Registrars.
Last week, Manchester Magistrates Court announced that it had gone live with its speeding and parking fines payment system using a ‘virtual agent’ based on Fluency’s speech recognition software and is already saving the courts both time and money thanks to the new solution. The Payment Capture system, part of Fluency’s Voice Technology Virtual Speech Agent (VSA) Suite™, offers the public a convenient way to pay their fines 24 hours a day, 7 days a week and covers the whole of the Greater Manchester Area, which issues on average around 75,000 fixed penalty fines each year.
Fluency has continued to hit the sweet spot for contact centres who wish to both improve customer satisfaction and drive out costs by delivering impressive return on investment for its customers. Some notable examples include:
• First Choice, the leading international leisure company, has boosted the holiday experience for its customers with Fluency’s Speech Solution
• Travelodge, the UK’s leading budget hotel chain, fills more rooms and offers 24x7 phone bookings thanks to its self-service initiative
• TV Licensing, offering customers 24x7 Self-Service with early results showing a 94.8% customer satisfaction rate
“Voice Self-Service applications have huge potential to radically improve the customer contact experience, while meeting all of a customer service directors’ tough targets for call management efficiency and cost savings,” comments Philip Padfield, Fluency’s CEO. “The challenge is identifying the right speech solution for your business. Our decision to give our customers a choice of a remotely hosted speech solution or a customer premise (CPE) solution makes Fluency a very appealing supplier and this flexibility and choice is paying off in market penetration and satisfied customers. Our approach is simple: we package the routine; where required we’ll custom-build the unique; and enable the customer to manage and configure the whole.”
To support its ongoing growth, Fluency has announced a number of new appointments in its UK and US offices. Jacob Abboud, formerly VP of Product Development has been promoted to Chief Technology Officer. Bob Huxley has been promoted to VP Sales & Marketing, North America. Bob was previously Fluency’s US Sales Director.
For more information on Fluency, please visit www.fluencyvoice.com
About Fluency Voice Technology
Fluency Voice Technology is a leading provider of packaged speech recognition applications for use in call centres. Our solutions enable enterprises to significantly reduce costs and enhance customer service by automating much of the high volume call centre activities.
Key sectors for which Fluency has developed applications are Financial Services, Travel & Transport, Utilities, Telecoms and Retail. Fluency has always been at the forefront of speech recognition and has changed the way in which businesses use speech by introducing the first ever packaged speech application in 2002. Fluency has offices in the UK, US and India.
For more information on Fluency, please visit the company's web site at www.fluencyvoice.com
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