Hemel Hempstead – Reigate and Banstead Borough Council plans to automate payment transactions of its 127,000 residents, by deploying Telephonetics VIP’s speech self service at its contact centre.
The speech self-service enables callers to check their balance and pay bills on a day and at a time that suits them. It provides citizens with a single number to obtain information. The caller can listen to the information based on what they ask for, for example location, account or reference number.
The technology’s speech-enabled auto attendant facility enables the contact centre to route both internal and external callers, by asking the callers the name of the person or department they wish to speak to.
Bill Burgar, managing director of Telephonetics VIP, said: More and more local authorities are using telephone automation to boost service levels. The technology not only allows them to keep costs under control but improves their accessibility and convenience for the community.
The council will initially use the speech self service technology to process payment transactions such as parking fines or council tax. It intends to extend the service to non-payment transactions such as reporting a missed refuse collection or the location of an abandoned vehicle.
Telephonetics VIP recently integrated its Contact Centre telephony with Enterprise Case Management software from Lagan, to enable government organisations improve their call handling abilities.