Damovo’s Irish operations are forecasting that revenues from voice recognition deployment will triple to at least €1.5m within the year ahead.
The company yesterday announced revenues of €500,000 from the supply and installation of speech recognition technologies in Ireland in partnership with Nuance Communications Inc.
Using the latest Nuance technologies, Damovo Ireland is currently rolling out a multi-lingual speech recognition system for Hertz at its European reservation centre. The system will enable Hertz to improve customer service and also make significant cost savings.
Damovo has already supplied Europe’s largest speech recognition call answering solution to University College Dublin. It also provided Irish Rail with the speech technology for its successful talking timetable, which allows callers to check train details.
Damovo says that in conjunction with Nuance it is rolling out even more advanced speech recognition systems into the Irish market
Callers who ring contact centres can now reach multi-lingual ‘virtual agents’, which have customised personalities and manners.
These agents interact with callers, replacing frustrating touch-tone systems with an intelligent speech front-end. This enables companies to present their individual image to all callers – therefore strengthening the overall brand.
“Natural language speech recognition technologies increase the options for customer self-service in the contact centre, thereby improving the speed and quality of customer interaction,” explained John McCabe, managing director of Damovo Ireland (pictured, right, with Peter Hauser, senior vice-president for Nuance International).
“This can significantly enhance the overall experience and drive customer loyalty. In addition, businesses that introduce these self-service options can handle much larger volumes of calls, while simultaneously driving costs down.”
By John Kennedy