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In order to remain competitive as customer expectations increase, organisations today require
self-service Speech Recognition and IVR applications which meet precise objectives and can be
delivered in a timely fashion.
We are experts in the design, development and delivery of IVR and Speech Recognition applications
and, importantly, are equally proficient in integrating these applications with our clients' data,
legacy and web-based systems.
Automated telephone surveys
The opinions of your customers and employees are paramount for gauging your organisation's
performance and helping you understand where improvements need to be made. A number of methods
exist to capture this information, but one of the most cost effective and successful means for
capturing objective feedback is one of our automated telephone-based IVR surveys. These
applications can be hosted on our IVR hosting platform or installed for on-site systems.
Please visit our
IVR survey demonstration
to try an interactive example.
IVR Bill Payments
Bill Payments are high volume but routine transactions, and many companies can benefit
from their automation. Key benefits include a much reduced cost of service but with improved
service levels such as 24x7 no-waiting access for customers.
Speech Recognition Store Locator
This provides callers with the location of their nearest branch or store along with other details
such as opening and closing times without speaking to an agent. This frees agent time for
other more valuable tasks and prevents the caller waiting in a queue. This application uses
Speech Recognition to capture spoken information such as postcode and street name which is
then cross-referenced with a database of store details and geographic coordinates.
Automated Meter readings
Automated IVR meter reading applications enable companies to benefit from the economies
which can be gained by customers providing their own meter readings without the cost of
capturing the information via an agent.
Our meter reading applications can be provided to utilise speech recognition or touch-tone input.
We are also able to deploy automated outbound IVR solutions which pro-actively call customers to
request a meter reading, explaining the benefits to the customer and also giving them the option
of responding via a text message.
Visit our
interactive outbound dialing demonstration to listen to an example before contacting
us to set up a real-life demonstration.
Speech driven Postcode recognition
ICR has been one of the UK’s pioneering companies in building automated services based around
the use of speech recognition to recognise postcodes. One task for which this is ideal is
information fulfilment without the need to speak to an agent. Again the benefits are that agents’
time is not taken up on low value calls, the customer is not waiting in queue, and 24x7 service
can be readily provided.
Visit our
name, address and postcode capture demonstration to listen to an example.
Automated Customer identification and verification (ID&V)
Many automated transactional services are dependent on accurate Customer Identification &
Verification. We employ a number of techniques to allow customers to identify themselves,
which may be DTMF or Speech based. These include password and PIN numbers or even speech
biometric recognition systems.
Please visit our
caller identification & verification demonstration for further information
and to try it out for yourself.
Biometric techniques are also discussed in more detail in our whitepaper document:
A guide to speaker verification available in the library section.
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