BSkyB launches personalised self-service to customers using SpeechStorm applications
Belfast, Northern Ireland, February 20th, 2012, SpeechStorm®, a leader in software for automating customer service over the phone, is pleased to announce that British Sky Broadcasting Group plc (BSkyB) has deployed its advanced customer care applications to deliver highly personalised self-service to its 10.5 million Sky customers. As the UK’s leading satellite broadcasting, broadband and telephony services company, Sky deals with over 52 million calls a year. Using SpeechStorm applications, Sky can now provide a fully tailored experience for customers wishing to pay their bill or sign up for new services over the phone.
SpeechStorm provides a range of phone self-service applications that manage everyday customer interactions in a highly efficient and personalised manner using a combination of speech and touch-tone interactions. In addition to delivering efficient and friendly customer care, SpeechStorm’s intuitive Business User Interface enables rapid deployment of new services and instant changes to prompts and menus, enabling greater flexibility and reducing maintenance costs.
“Self-service for Sky is about much more than just automating calls. We want to deliver a customer service experience that customers will be happy to come back to use again and again.” said Andrew Stevenson-Thorpe, Head of Channel: e-Experience, BSkyB. “Rapid deployment of the solution and the ability for Sky to manage and change the applications on an on-going basis was a key requirement from the outset, we also wanted the confidence that our key performance indicators would be met. I am glad to say that SpeechStorm has met and exceeded our expectations on all fronts”
Oliver Lennon, CEO, SpeechStorm, commented “At the outset of the project Sky set a number of challenges for the team and the software including rapid deployment and high completion rates, as well as delivering an exceptional caller experience. Using SpeechStorm applications enabled Sky to deploy the new services within 4 months and with 70% less effort than using a traditional development approach”.
SpeechStorm will be working with Sky over the coming months to further enhance the customer self-service experience.
To find out more about how SpeechStorm applications can improve the customer experience or to join our dynamic and entrepreneurial team, contact: [email protected]
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SpeechStorm® helps organisations of all sizes make everyday tasks easier for their customers. We provide pre-built IVR, speech self-service and mobile apps that reduce waiting time for customers and reduce call handling times in the contact centre. Our solutions are quick to implement and easy to manage, putting the business in control of the customer experience.
Sky entertains and excites more than 10.5 million homes through the most comprehensive multichannel, multi-platform television service in the UK and Ireland. Sky continues to break new ground with its own portfolio of channels: Sky 1 combines its commitment to UK production with the best of the US; Sky Living pushes ahead with fresh and innovative entertainment formats; Sky Arts is the UK’s only dedicated arts channel brand; Sky Atlantic is the home to HBO and other iconic drama and comedy, Sky Sports is still raising the bar in sports broadcasting; Sky News remains a pioneer in television news; and Sky Movies is leading the way in High Definition and on-demand.
Sky also works with dozens of other broadcasters on the satellite platform, as well as online and on mobile through the groundbreaking Sky Go service. Sky has also led the UK into the age of high definition television, launched Europe’s first 3DTV channel, Sky 3D, and offers customer even more flexibility and choice through Sky Anytime+, its internet-delivered video on demand service. Since launching Sky Broadband and Sky Talk in 2006, the company has also been the UK’s fastest-growing home communications provider.
Sky believes in making a wider contribution to the communities in which it operates, not least by increasing participation in, and access to, the arts, supporting grassroots sports, and taking positive action on the environment.