Fluency Uses Virtual Agents for Responses to Direct TV Advertising

LONDON - ContactCapture, available from Fluency, has been used to handle over two million calls for the Freeview digital terrestrial television (DTT) service that brings viewers up to 30 television channels and interactive services, through their rooftop aerial.

Freeview uses advertisements on prime time BBC before EastEnders to promote its services with a customer service phone number which has handled over 20,000 calls a day as the public seek to obtain information on the free-to-view digital terrestrial television service.

Archers Direct, the direct-sell division of Cosmos Holidays, is using a speech recognition service to handle the response to their 2004 DRTV campaigns.  The Archers' system ensures most callers responding to DRTV advertisements receive their selected brochure within just two days of calling.
 
"Given the expense of television advertising, it is essential we are able to answer all calls made, regardless of the call volume," says Karen Rawlings, consumer marketing manager at Archers Direct.

Sports Loyalty Card uses ContactCapture to collect football fans' contact details over the telephone as the football loyalty card program is rolled out to clubs across the country.

There are over 14 clubs signed up from Portsmouth to Aberdeen and over 1 million of those cardholders have joined the scheme.

The Financial Services Authority (FSA) has used ContactCapture to increase call completion rates by over 30 percent since it embraced a speech recognition solution to improve customer service for callers seeking information on financial matters.

The speech recognition leaflet line service allows callers to order the FSA's most requested information brochures - such as information about endowment mortgages and financial advice guides - asking callers which brochure(s) they would like before capturing name and address details to mail information to them.