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Investor Relations RNS Announcements 2005 Journey Finder wins Product of the Year 2005
Investor Relations RNS Announcements 2005 Journey Finder wins Product of the Year 2005 | Journey Finder wins Product of the Year 2005 29/09/05 |
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”Journey Finder”, the pioneering new speech based technology, developed by BT and Eckoh Technologies, has been voted “Product of the Year 2005” at this year’s European Call Centre Awards. The award winning technology allows customers to use speech recognition to obtain real-time information on direct train times for all train operating companies. The innovative technology behind Journey Finder could be tailored and applied to any travel service where a customer is seeking arrival and departure times from a particular station (whether it be train, bus, taxi or airport). Journey Finder was originally developed by BT/Eckoh to support the existing National Rail Enquiries telephone service during busy periods. The new service, advertised as TrainTracker™ (0871 200 4950), enables customers to request live running information for a direct train service by simply asking for the information they require. TrainTracker™ has already been highly successful for National Rail Enquiries, with the service handling close to two million calls since its official launch in January 05. Other award winning features associated with BT/Eckoh’s new Journey Finder product, includes the technology’s ability to “learn” a caller’s travel habits over time; for instance a rail customer calling in the evening will automatically be offered the return journey they requested that morning. This makes the service a lot faster and easier to use. Furthermore with Journey Finder BT and Eckoh have successfully overcome one of the most significant issues associated with speech based information services, by creating a solution to cater for stations with the same name (e.g Newport in Gwent and Newport in Essex) or stations with similar sounding names (Aberdare and Aberdour). Journey Finder also boasts the capability to default to touchtone IVR functionality if the caller is in a noisy environment. Jim Hennigan, managing director, Eckoh Speech Solutions division, comments: “We are delighted to receive this fantastic award. The technology behind Journey Finder is truly innovative and unique and it can be easily adapted and customised for all sorts of clients in the travel sector who are seeking to competitively differentiate and extend their customer service offering.” Chris Pike, head of BT’s CRM Practice, comments: “This is a tremendous tribute and acknowledgement of BT and Eckoh’s achievement in the development of highly advanced speech recognition applications in the travel sector. Journey Finder is a winning example of how a highly sophisticated self-service speech solution can deliver outstanding customer service and operational results from both a client and an end user perspective.” He continues, “Journey Finder has enabled BT to provide an holistic, multi-channel approach to the management of National Rail Enquiries, which we manage on behalf of ATOC.” |
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