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TuVox, a leading provider of on demand speech applications, today
announced that British Airways, the United Kingdom's largest
international airline, has deployed a TuVox Conversational Speech
application to assist in the drive for greater customer self service.
TuVox provides British Airways customers with a quick and efficient
way to retrieve flight information such as departure time, terminal
location, meal information and baggage allowance, through a natural
language voice application.
British Airways understands the importance of creating a
self-service experience that is intuitive, friendly and effective for
callers. Deployed in August 2006, the TuVox speech application
achieves strong end-to-end automation rates for callers requesting
flight status information based on their flight confirmation number.
British Airways set a challenging performance threshold for the
application and the TuVox speech application consistently exceeds
those expectations.
"We selected TuVox because of their enthusiasm and flexible
approach in tackling what was a complex airline project with
challenging business targets," said Pete Smith, Voice & Video
Applications Manager, British Airways. "TuVox's solution has enhanced
our ability to provide customers with 24 x 7 easy access to a range of
information about their booking."
"We are honoured that British Airways has selected TuVox to
deliver its voice automated customer self-service objectives," said
Larry Miller, president and CEO of TuVox. "British Airways are
demonstrating how voice self-service can effectively complement the
service provided by its contact centres by offering customers easier
access to information about their travel arrangements at their time of
choosing."
About British Airways
British Airways is one of the UK's largest scheduled international
airlines and is one of the largest in Europe. It carries 36 million
passengers per year to 140 destinations in approximately 70 countries.
Together with its Oneworld alliance partners, BA can offer its
customers flights to 550 destinations worldwide.
The airline has one of the largest fleets in Europe - with almost
300 aircraft in service. It operates approximately 1,000 flights per
day. British Airways employs 45,000 people around the world making it
one of the most diverse global workforces.
British Airways is based at London Heathrow.
About TuVox
TuVox is a leading provider of On Demand speech applications,
empowering companies to deliver superior caller experience through the
voice channel. Available as a hosted or on- premise solution, TuVox's
award winning applications are easily customized to your business and
can quickly be updated in response to business changes. TuVox speech
applications automate virtually any type of call, including natural
language call-routing, self-service transactions and interactive
customer support. By delivering a superior caller experience, TuVox
speech applications increase customer satisfaction and improve the
adoption of voice self-service. TuVox customers include companies such
as ABN-AMRO, AvMed, British Airways, Office Depot, Canon, Charter
Communications, Gateway, Netflix, Office Depot, Telecom New
Zealand,Time Customer Service and TiVo. To find out more about TuVox,
please visit www.tuvox.com.
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