Damovo finds its voice

1 Mar 2005

Damovo Ireland has forged an alliance with VeCommerce, which specialises in biometric speech-recognition programmes, with the aim of providing voice-based commerce solutions to the Irish market. It has already been instrumental in deploying speech systems for CIÉ.

Corporate communications player Damovo’s alliance with VeCommerce will enable the company to deploy front ends to entire call centres of Irish-based companies.

VeCommerce’s VeConnect works with onsite telephony and computer systems to automatically complete transactions or route calls to the correct resource for assistance. Where customers need to be identified prior to assistance, VeSecure completes the customer identification process by comparing caller information against knowledge already stored in a customer database or through the use of voice biometric-based methods where the caller’s voice is compared to a digitised ‘voice print’ before transferring the call.

VeCommerce has been a pioneer within the voice recognition industry since 1998. The company was recently chosen as a shortlisted entrant in the Contributor to Change category of the UK Trade and Investment International Business Awards and now has customers in five countries around the world.

John McCabe, managing director of Damovo Ireland, commented: “The suite of voice-enabled self-service solutions VeCommerce has developed for the contact centre market is of great interest to us.

“The use of such solutions to quickly and accurately identify a caller and transfer them to the most appropriately skilled resource for assistance can save a huge amount of agent time, not to mention reduce the ultimate cost of servicing the customer. Teaming with VeCommerce will help strengthen our professional services capability and allow us to deliver speech-recognition solutions quickly and successfully.”

Some 60pc of Damovo’s business in Ireland is with the public sector and the company has completed major communications system implementations in semi-state bodies such as ESB, Bord Gáis and CIÉ. For example, the company recently implemented a ‘talking timetable’ phone service for Iarnroid Éireann.

Damovo employs some 75 people in Dublin and last year reported a turnover of €15m, up 8pc on the previous year. McCabe concluded by forecasting a 10pc increase in turnover next year on the back of strong trends such as public sector adoption of voice over internet protocol and growing demand by businesses for communications-in-a-box solutions.

By John Kennedy