Transport Organisation to implement EckohASSIST

RNS Number : 0502Q

Eckoh PLC

12 October 2011

 



For Immediate Release                                                                                             12 October 2011

Eckoh plc

("Eckoh" or "the Company")

Major Government Transport Organisation to implement EckohASSIST

 

Eckoh plc (AIM: ECK), the UK's leading provider of customer service solutions using speech recognition, is pleased to announce a significant product initiative with a major Government transport organisation for the implementation of Eckoh's speech recognition call steering product EckohASSIST across their customer service operation.

Eckoh already provides speech services to the organisation and this initiative is the next stage in plans to improve the organisation's customer service and efficiency. By sourcing the solution through Eckoh this has mitigated the need for them to invest in costly infrastructure thereby delivering value for its customers, whilst ensuring the technical solution will remain "evergreen".

As announced in the full year results on June 6th 2011 Eckoh has already conducted a feasibility study for the organisation to establish the viability of the initiative. This has identified that by using EckohASSIST the number of misrouted calls can be reduced by over 75%, which will save a minimum of £0.5m per annum. Eckoh's solution is due to be developed by the end of the financial year ready for deployment in Spring 2012.

This will be the first implementation of EckohASSIST in the UK, that enables all inbound calls to be answered with an automated greeting that simply asks the caller "How can I help you?" and allows them to reply in a completely natural manner. EckohASSIST works by utilising the speech recognition technology alongside a complex statistical engine to determine where the call should be routed. On the occasions when it is difficult to confirm their requirement automatically the caller's spoken audio is streamed to a contact centre agent to classify the call and assist the service. This allows an agent to deal with multiple callers and help them get to the right destination first time.

Nik Philpot, Chief Executive Officer of Eckoh, added: "We're delighted that such a major organisation has taken the decision to enhance their customer service operation by deploying EckohASSIST. With the implementation of this sophisticated call steering solution, callers will have an effective but friendly experience when interacting with the automated speech technology in a totally natural manner. We expect other organisations will follow in adopting this solution to improve the service provided to their customers and to maximise the reduction in costs."

Ends

Enquiries:

Eckoh plc

Nik Philpot, Chief Executive Officer

Adam Moloney, Group Finance Director

www.eckoh.com                                                                        Tel: [phone]

Buchanan          

Jeremy Garcia, Nicola Cronk, Gabriella Clinkard                           Tel: [phone]

Singer Capital Markets

Shaun Dobson                                                                           Tel: [phone]

Notes to Editors:

About Eckoh plc

Eckoh plc (AIM: ECK) is the UK's leading provider of customer service solutions using speech recognition, and complementary services on the web and mobile.

Eckoh's solutions enable transactions, enquiries or payments to be processed without the caller needing to talk to a contact centre. This significantly reduces its clients' costs, whilst freeing up contact centre agents to deal with more complex enquiries. Eckoh is the largest provider of such hosted services in the UK.

Eckoh's secure and resilient infrastructure has the scalability to handle over 650,000 calls an hour and up to 8,000 calls simultaneously, which means calls can always be answered no matter how unpredictable the circumstances.

For more information, visit: www.eckoh.comn

 

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