One Number, One Voice, the customer contact centre Interactive Voice Recognition (IVR) service by Telstra, has been enhanced with Nuance Recognizer v9. This will help improve the accuracy of the engine, and increase the number of call reasons that the system can understand.

The enhancements also bring improvements to the account identification and call steering. This will result in customers spending less time as Telstra consultants are now more efficient due to improved recognition rates and better integration between the front end speech system and the customer databases.

Telstra Consumer Director, Mr. Gary McInnes, commented, “This project is part of an ongoing effort to improve customer service. The point of the new IVR is to route calls to the most appropriate consultant as quickly as possible and to provide the consultant with the information they need to provide a high level of customer service. In some cases, where it’s most appropriate, the system allows customers to serve themselves. The new system is outperforming all key metrics following the overhaul.”
“From time to time, we need to change the way that the IVR identifies callers or make changes that relate to new services, The new system has reduced dramatically the time it takes the Customer Access Teams to action changes which means we can be much more proactive in the delivery of customer service,” said Mr. McInnes.

The Interactive Voice Recognition system uses Nuance Recognizer v9, which combines the speech recognition engines from the past five years with new technologies.