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Application Servers White Papers

UK Airport Handles More Calls With Self-Service Automation Through IVR

Tags:
application servers

Overview Newcastle International Airport wanted to reduce the burden on front-desk customer service staff through a more flexible and automated call handling system. Nortel delivered a cutting-edge Interactive Voice Response (IVR) system, based on the Nortel Media Processing Server (MPS) 500 and speech recognition software. The Nortel developer team also designed two call handling applications to sit on top of the system: SpeechDial for voice-activated dialing, and Flight Line to deliver automated information about flight departure and arrival times.

Further White Paper Details
Publisher	Nortel Networks	File Format	PDF
Date Published	December 2007
Format	Case Studies
Topics	Application Servers, Voice Recognition

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IT and the call centre - a recipe for success

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Channel:
Comment & Analysis

Word of mouth: the future of speech recognition

For example, IVR (interactive voice response) systems from Vocalis and others can be a user turn-off if they aren't structured properly, and some noisy or multi-lingual environments don't suit phone-based speech recognition technology.

Channel:
Comment & Analysis

Northern Ireland Electricity expands call centre

It will hire an additional 30 agents and make improvements on its interactive voice response (IVR) system. During busy periods, the IVR system will identify where a customer is calling from and direct the call to an automated messaging system.

Channel:
Applications

Press '1' for the success of LloydsTSB IVR system

The two companies are currently undertaking trials of using speech as a biometric - verifying a customer's identity by the unique features of their voice. Today's IVR can allow users to speak in sentences, recognising speech to transfer balances...

Channel:
Telecoms

IP poised to storm the call centre

Subsequently, its Voice Express suite of packaged speech applications can be deployed as a software-only configuration which eases the move to IP-based IVR. Take, for instance, the interactive voice response (IVR) - the heart of phone-based self...

Channel:
VoIP
Tags:
call centre,
voip

Call centres replacing humans with robotic voices

Paul Scott, director of business development for customer interactive solutions at Dimension Data, added: "From a commercial point of view, speech recognition makes sense. The report found that contact centres' biggest cost remains staffing and...

Channel:
Telecoms
Tags:
ivr,
call centre

Live Webcast: Telecoms 2.0 - Where is telecoms heading?

In this webcast, our panel of experts will review where we are with next generation telecoms in the UK, working through the concept of 'Telecoms 2.0': - Realising the potential of Next Generation Networks - why it isn't just about the technology? - What attributes should firms be looking for in their telco partner? - Is the relationship between telco provider and customer changing? - What things need to happen to make next generation services a reality? - You say you want the supplier to change. Do you want to change too? - What is Telecoms 2.0?

Publisher:
ZDNet UK

Telecom 2.0: Mind over matter

ntl:Telewest Business believes that the role of the telco is evolving. Gone are the days when it was enough to simply focus on circuits and minutes, customers now need a far higher degree of interaction and look for suppliers who will talk business solutions with them.

Publisher:
ntl:Telewest Business

IBM Information Server Change Data Capture

In today's fast-paced world, access to real-time data has never been more important. To be successful, organizations need to be able to report and analyze corporate data quickly and easily, regardless of what applications created the data, what platform they're running on, or what database they're stored in.

Publisher:
IBM

An examination of server consolidation: the trends that can drive efficiencies and help businesses gain a competitive edge

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