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15 January 1997


Vocalis, the speech recognition and call processing specialist, today announces that it is working with Computer Sciences Corporation (CSC) to supply an interactive voice response (IVR) telephony system to one of the UK’s leading water utilities. The system is designed to help customers to obtain information about their water services more easily and quickly over the telephone. The order is worth an estimated £150,000 to Vocalis.

The Vocalis system provides a user-friendly interface to the utility’s call centre. The system answers incoming calls, ascertains where the caller is phoning from and provides them with the latest information about the water supply in their local area. This is particularly useful during periods when there are a large number of callers wanting information at the same time, for example, during a water shortage, when there is a burst pipe, or outside normal office hours.

Customers will benefit from their calls being answered quickly and reliably, and from an improved service that can provide up-to-date information on local issues and new services 24 hours a day. Because the system will automatically answer many routine enquiries, telephone agents can focus on helping customers with more complex queries. This will improve staff productivity and help the call centre to run more efficiently and cost effectively.

Jeremy Peckham, chief executive of Vocalis, says, "Our solution combines the performance benefits of automation with improved customer service provision. Utilities liaise more with their customers over the telephone than ever before, so I’m confident that more companies in this sector will be drawn to an IVR solution as they try to cut administrative costs."

Chris Humphries, project manager at CSC, adds, "We recommended Vocalis because its call processing and speech recognition technology is proven in practice, integrates easily with our call centre technology and is flexible enough to provide new services in the future."

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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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Thursday, September 04, 2003
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