TNT has transformed its customer service operations through speech recognition technology from Nuance Communications, Inc., provider of speech recognition solutions.
TNTs French subsidiary now completes 1,500 customer queries a day without agent interaction, one third of which are parcel tracking related. The completion of the New Voice project has been credited for handling growing volumes of calls while still providing excellent customer service.
The speech recognition application provides callers with high-quality information and is capable of supplying precise details of the status of a delivery, or even issuing a new delivery order. TNT now uses speech to handle all incoming calls to its customer service centre in France (around 8,000 calls a day). Using the self-service functions, 12% of proof of delivery requests are fully automated which frees-up TNT agents time to concentrate on higher value calls.
The scale of TNTs operations in France is significant. It delivers 350,000 parcels every day to its 50,000 customers, thereby justifying customer service support on the front line. Having deployed an interactive voice response server based on Nuance speech technologies in 2003, it launched the New Voice project to reinvigorate customer service through speech in 2007. Implementation took place in three phases, starting with the Rhne area, followed by the Rhne-Alpes region and finally all over France. TNT is now working on an upgrade of New Voice, which can be rolled out across the group, internationally.
The development of our business and the introduction of new technologies prompted our decision to update our interactive voice server, explained Laurent Husquin, Project Manager at TNT. Our aim was to extend the opening hours of our customer service, speed up response times and the quality of the information provided to our customers. Another objective, the backdrop to this project, was to improve satisfaction with the service we provide.
TNTs successful implementation of call automation should be held up as an example to others that speech recognition not only works but delivers significant business value. Its a great testimony for customer service orientated businesses, struggling with growing call volumes and rising costs, commented Ian Turner, General Manager Northern Europe at Nuance Communications. The technology has raced ahead, in sophistication and maturity. Theres plenty of evidence to show that speech technology is now the key ingredient in bringing the call centre into the 21st Century, and making this journey as quick and effortless as possible.
About Nuance Communications, Inc.:
Nuance is a leading provider of speech and imaging solutions for businesses and consumers around the world. Its technologies, applications and services make the user experience more compelling by transforming the way people interact with information and how they create, share and use documents. Every day, millions of users and thousands of businesses experience Nuances proven applications and professional services.