Genesys Voice Platform helps eircom to win ‘Most Innovative Use of Technology’ Award at Irish Contact Centre Awards

  • Groundbreaking automated ‘1901’ service uses speech recognition adapted to the Irish dialect on 100,000 calls per week
WOKINGHAM, 4 January 2005 — eircom, Ireland’s leading communications company, has won the ‘Most Innovative Use of Technology’ Award at the Irish Contact Centre Awards for its implementation of the Genesys Voice Platform and the Scansoft speech recognition engine to its ‘1901’ freefone customer service. The Genesys Voice Platform and Scansoft engine have enabled the company to ensure first time call resolution without internal transfers or double-handling of calls thereby increasing call centre efficiencies. eircom is the first organisation to have developed a speech recognition solution adapted to the Irish dialect while its 1901 service handles 100,000 calls per week.

“We’re delighted to be recognised in this way by the contact centre industry,” commented Dervilla Mullan, Head of Automated Communcations, eircom. “It is a mark of how well and how hard everyone on our team has worked to ensure that this new solution delivers real benefits both to our customers and to our business. The new solution is performing very strongly and we look forward to extending the innovative capabilities of the platform and to working with other companies to establish similar solutions in their own contact centres.

The Voice Platform provides eircom with an effective routing tool to administer both an automated and an agent operated service to complete customer transactions, which may be sales upgrades or service inquiries. The system uses an automated introduction to establish the type and subject of the call, at which point the system initiates an automated interaction for receipt of payment, for example, or directs the customer to the right agent to deal with more complex queries such as new connections.

“Genesys is very pleased that eircom has been awarded this prize on behalf of the Irish Contact Centre Industry,” commented Mark Turner, Vice President UK and Ireland, Genesys Telecommunications. “The award shows how well eircom has implemented the Voice Platform, and how the application of Genesys solutions can have a significant impact on key business metrics. This is a big boost not only for eircom, but also for the future development and implementation of the Genesys Voice Platform.”

The Irish Contact Centre Awards, hosted in Dublin, are a celebration of contact centre best practice and recognition for the delivery of excellence in the Irish industry and the award was presented to eircom in recognition of its use of new and innovative technology to improve the contact centre’s overall performance.

About Genesys
Genesys Telecommunications Laboratories, Inc., an Alcatel company, is 100 per cent focused on software for call centres. Genesys recognises that better interactions drive better business and build company reputations. Customer service solutions from Genesys deliver on this promise for Global 2000 enterprises, government organisations and telecommunications service providers across 80 countries, directing more than 100 million customer interactions every day. Sophisticated routing and reporting across voice, e-mail and web channels ensure that customers are quickly connected to the best available resource – the first time. Genesys offers solutions for customer service, help desks, order desks, collections, outbound telesales and service, and workforce management. Visit www.genesyslabs.com for more information.

Media Contact:
Paul Roberts, Genesys, 0118 9747144, proberts@genesyslab.co.uk