Telephonetics VIP Launch Specialist Speech Self Service Solutions

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Telephonetics VIP, a UK speech recognition company, has launched a range of speech self service solutions specifically for the Local Government sector. The solutions enable citizens to access information, provide feedback on services and make payments. Designed to improve access to services the speech self service options enable citizens to access Local Government services 24 hours a day. As routine calls are serviced politely and consistently while freeing staff to handle complex calls, citizens gain speedier access to services. Telephonetics VIP were careful to incorporate a number of key elements to ensure the speech self service solutions meet the specific needs of Local Government. The speech self service ‘Automation Agents’ can use different skills - Information, Payments and Reporting - providing flexible capacity to deal with different call types. One of the NI14 National Indicators for Local Authorities focuses on reducing ‘Avoidable Contact’ with citizens and business - the proportion of contact within key service areas that are a poor use of officer and customer time. The use of automated call handling negates the need for human involvement and ensures that callers experience the utmost privacy. Using automation extends the e-Government programmes, in place at many local authorities, by offering services already available on the web via the phone. This can help with achieving a number of targets including the recommendation from Sir David Varney for services to be made available 24 x 7 x 365, with first call resolution of 80%, all whilst reducing contact centre costs by 25% by year end. Mike Matthews, Head of Product Management, Telephonetics VIP comments "The use of speech technology is forecast to grow 36% per annum. This is in part due to the proven effectiveness of speech self service as a method of improving services without increasing costs, which is of particular importance in the public sector."