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Unisys applies Natural Language skills in call centre solutions  

By PR Connections
Johannesburg, 04 Oct 1999

To better support clients` call centre implementation needs, Unisys has created a Natural Language Understanding (NLU) services organisation that will focus specifically on consulting and application development for customer interaction.

"Customer care is quickly becoming the critical differentiator in the battle for securing profitable and meaningful relationships with customers," says Keith Bothma, programme sales manager at Unisys SA. "With more customers demanding service across a variety of channels, and expectations continuing to rise, companies face ever-increasing pressure to leverage customer contact technologies to handle the volume and complexity of calls.

"The service group will enable clients to successfully navigate the myriad of business and technical issues associated with applying natural language solutions across a range of customer contact channels, including telephone, e-mail and Web chat," he says.

Companies that use natural language applications allow their customers to interact with them in a natural, comfortable manner rather than through a predefined interactive voice response menu maze or a multi-layered Web site. Using natural language, customers receive automated responses to questions and information about products and services more quickly and efficiently.

Companies offering speech and natural language customer services solutions will benefit from efficiencies that can be realised through enhanced technology while maintaining a high level of personal service. In addition, with customers being able to access information more conveniently using natural language tools, fewer direct customer interactions will be required in the company`s call centre.

"This reduction in call volume results in more time for customer service representatives to deal effectively with more complex - and possibly more opportunistic - customer inquiries."

A key component of NLU Services is the Unisys Natural Language Speech Assistant (NLSA) software, a development toolkit that has eliminated much of the time, risk and expense once associated with deploying speech-based applications.

"The NLSA Toolkit enables developers to design and create speech applications, as well as manage the application development process, independent of the voice recognition, interactive voice recognition or natural language platform on which it will be deployed," Bothma concludes.

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Unisys

Unisys is 34,000 employees helping customers in 100 countries apply information technology to solve their business problems. Unisys solutions are based on a broad portfolio of global information services including electronic business, systems integration including custom and "repeatable" application solutions, outsourcing, Microsoft Windows NT services, network services, and multivendor maintenance and support, coupled with enterprise-class servers and associated middleware, software and storage. Repeatable solutions are focused on key vertical markets including financial services, transportation, telecommunications, government, publishing, and other commercial markets. The company is headquartered in Blue Bell, Pennsylvania, in the Greater Philadelphia area. For more information on the company, access the Unisys home page on the World Wide Web at www.unisys.com. Investor information can be found at www.unisys.com/investor.