BT Business has announced that it will implement Nuance’s natural language solution for call steering to improve the customer service as well as to drive efficiencies in customer service operations. BT Business will allow its business customers to reach customer service at only one phone number. The customer will be then redirected to automated service or the appropriate customer service agent.
The new service is expected to enable customers to route their calls. Bruce Carter, customer experience director, BT Business said: “We want our customers to be able to concentrate on running their businesses rather than their networks and IT. A first rate call steering solution will make it easy for them to contact us when they need to and reduce the time it takes us to help them. We expect that Nuance’s natural language service will help us streamline and simplify this process improving our customers’ experience.”
“With customer service a key differentiator in this competitive market, BT Business has identified how it can transform its inbound contact strategy with call automation,” commented Ian Turner, general manager, Northern Europe, at Nuance Communications. “With nearly 75 percent of all customer interactions still taking place through the telephone channel, it is imperative that companies deliver levels of service that consumers want and rightly expect from call centers, and to create long-term brand loyalty.”