Parcelforce Extends Delivery Service with Voice

Express logistics company Parcelforce Worldwide has extended the scope of its contract with BT and Eckoh, a provider of outsourced automated solutions, thereby ebhancing its parcel redelivery service.

Under the new contract, Parcelforce will further implement the Eckoh and BT automated speech recognition solutions that it began to roll out earlier this year. Eckoh handle Parcelforce's entire end-to-end redeliveries support service, which includes management of the front-end Web interface and customer interactions at its depots and customer contact centers.

later this year, Parcelforce will offer customers the convenience of making payments for additional service options, such as requesting a redelivery on a Saturday or to a different address, using a fully automated telephone based payment system, the company said.