London, UK – October 1st , 2007 - Fluency Voice Technology, (www.fluencyvoice.com) the packaged speech recognition company, today announced that Bournemouth & West Hampshire Water, a major water utility company serving a population of more than 420,000, and a Fluency customer for more than 18 months, has moved its ‘hosted’ Fluency speech recognition solution to an ‘on-premise’ implementation. The move is testament to the continued success and take up of its automated speech payment facility and enables the Bournemouth & West Hampshire Water team to take advantage of the Fluency Management Console empowering them to self-configure and manage their speech application in-house.
Bournemouth & West Hampshire Water first offered Speech Self-Service to its customers delivering an automated speech recognition debit and credit card payment facility, back in 2006. Like many of the other 10 water companies who have selected Fluency, Bournemouth Water chose to run it as a hosted solution and benefit from getting the system up and running quickly, with minimal technology and resource impact on the business, Within two months of going live, Bournemouth & West Hampshire Water could see the benefits that the both the business and its customers were enjoying from the new Fluency service. “The benefits became clear, very quickly with extended customer choice and improved payment rates” recalls Richard Stanbrook, Bournemouth & West Hampshire Water’s Corporate and Revenue Services Manager.
“Fluency’s speech recognition system has been a real success,” adds Richard. “Our decision to move to an on-premise version came about because we wanted to empower ourselves to make changes to the system and configure it in response to customer demand and seasonal peaks and flows. That is exactly what the Fluency Management Console allows us to do.”
Bournemouth & West Hampshire Water uses its Fluency speech recognition system for a number of phone transactions and enquiries including bill payment and balance enquiries through to handling simple information enquiries and giving out phone numbers for frequently misdirected calls to neighbouring water and sewerage companies. Using Fluency on-premise gives the added advantage that all customer enquiry lines can now be managed under one system which makes consolidating reports much easier and this is a key driver from Ofwat, the water industry regulator.
Richard explains, “The ease with which we can implement changes with the Fluency management console gives us great confidence. We can experiment with service improvements, change call flows to cater for an increase in calls relating to let’s say burst main incidences or billing queries. This responsiveness delivers visible service improvements for our customers and clear benefits to the business.”
Steve Feeney is VP EMEA, Sales & Marketing at Fluency and is delighted with the ongoing success at Bournemouth & West Hampshire Water. “The pressure to provide better customer service while keeping costs down presents a colossal challenge to water companies. The Fluency management console allows Bournemouth & West Hampshire Water to make changes as their business changes delivering a rapid, inexpensive, trouble-free rollout.”
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 www.fluencyvoice.com.
About Bournemouth & West Hampshire Water
Ranked amongst the very best of 22 water companies in England and Wales in a recent performance assessment by Ofwat, the industry regulator – Bournemouth & West Hampshire Water provides water to 420,000 people in the Bournemouth, Christchurch and surrounding areas. The company supplies about 170,000 households and about 16,000 businesses through a system of eight major treatment works and a network of 2,750 kilometres of pipes. It is investing a total of £50 million in capital projects between 2005 and 2010.
For more information, please visit www.bwhwater.co.uk
Carina Birt, Sarum
PR for Fluency Voice
+44 1722 411150
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