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19th March 1998


Anglian Water upgrades its telephone system using Vocalis speech recognition technology

Vocalis Group plc, the speech recognition and telephony solutions company is pleased to announce a successful implementation at Anglian Water. The partnership between Computer Sciences Corporation (CSC), Anglian Water and Vocalis, which began with the installation of an interactive voice response (IVR) telephony system at the start of last year, is highlighted by this recent upgrade to Anglian Water’s call reception system.

Working with CSC at Anglian Water, the Customer Service Bureau which handles between 1,000 and 1,500 calls a day can now prioritise emergency calls using speech recognition technology. The system has the facility to allow callers to the customer service lines to automatically jump to the top of the queue if they simply say they are making an emergency call. Other enhancements include a global message facility which allows Anglian to make general information announcements to its customers. This feature is flexible enough to be changed at any time, ensuring customers always have up to date information. In addition, callers now have the option to leave messages for agents if they do not need to speak to someone immediately.

Graham Blackburn, Team Leader Customer Services at Anglian Water comments, "The IVR system has proved a success, ensuring that call handling remains quick and efficient, even during peaks periods or emergencies. Using speech recognition technology we are able to achieve a high level of customer service by prioritising calls and automating routine tasks that agents perform. This results in greater efficiency in our call handling. Importantly, the upgrade was completed with minimum disruption to service."

Jonathan Hart, Sales Director at Vocalis Group plc, adds, "Working for Anglian Water with CSC has proved to be a good partnership. We know that the improvements will provide a more flexible and efficient call centre. Improving and developing an already successful system demonstrates the importance with which Anglian Water views customer service and the confidence they have in the Vocalis speech recognition technology. "

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About Vocalis

Vocalis works with organisations to create contact centre solutions that build the organisations business and brands. These solutions can turn your contact centre from a cost to a profit centre by ensuring it builds your brand, helps your business be more competitive, and increases customer loyalty through more effective and efficient service. Vocalis was formed in 1993, is publicly traded on FTSE Stock Market and has been listed since July 1996. Vocalis brings back the reassurance of the most personal human touch in business - putting voice to work.

The Vocalis Website is at

Email: [email protected]

For further Vocalis Group information, contact:

Philippa Buttle
Vocalis Group plc
Chaston House
Mill Court
Gt Shelford
Tel: 01223-846177
Fax: 01223-846178
Email:[email protected]

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