Mumbai : Tata Sky has announced the integration of speech recognition technology from Nuance Communications across its contact centres.
The technology helps to resolve customers’ queries in English, Hindi and ten additional Indian languages on Interactive Voice Response (IVR) system. Tata Sky has selected the speech recognition technology to avoid the lengthy call durations.
“We looked to Nuance’s speech and language solutions because of Nuance’s ability to service our customers in English, Hindi and ten additional Indian languages as well as the robustness of the solution in terms of handling calls quickly and efficiently. Nuance’s professional services helped us to build a solution that integrated well with our current system and mapped well with our business processes. This deployment has successfully impacted the customer experience at Tata Sky,” said Harit Nagpal, MD and CEO of Tata Sky.
“Tata Sky’s IVR speech implementation has given them a real advantage when it comes to servicing their customers, setting them apart from the competition,” said Nuance general manager, India & ASEAN Sunny Rao.
“Speech recognition allows customers to have an experience that exceeds expectations. Customers can now receive service how and when they want, by choosing their preferred language and speaking conversationally,” concluded Rao.