BT Business Adopts Nuance Speech Recognition

British Telecom (BT) Business will implement Nuance Communications’ natural language call steering solution as part of a drive to improve the customer service experience and to drive efficiencies in customer service operations. 

Following a review, BT Business decided the Nuance solution will help its 1 million U.K. business customers reach customer service using a single telephone number and be directed to the relevant customer service agent or automated service after a short explanation.   

It is anticipated that the new service will help customers easily self route their call. BT Business will also be able to accurately route the 10 million inbound calls it receives annually, and allow its customer service representatives to spend their time resolving caller issues. 

“We want our customers to be able to concentrate on running their businesses rather than their networks and IT," said Bruce Carter, customer experience director at BT Business. "A first-rate call steering solution will make it easy for them to contact us when they need to and reduce the time it takes us to help them. We expect that Nuance’s natural language service will help us streamline and simplify this process, improving our customers’ experience.” 

“With customer service a key differentiator in this competitive market, BT Business has identified how it can transform its inbound contact strategy with call automation,” commented Ian Turner, general manager of Northern Europe at Nuance. “With nearly 75 percent of all customer interactions still taking place through the telephone channel, it is imperative that companies deliver levels of service that consumers want and rightly expect from call centers, and to create long-term brand loyalty."