Tata Sky Adds Nuance Speech Recognition to Contact Centers


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Nuance announced that Tata Sky, a satellite television service provider in India, has deployed Nuance’s speech recognition technology in their contact center. Customers can now speak naturally, in English, Hindi and ten additional Indian languages, to resolve their questions or be routed to the appropriate customer service representative.

Tata Sky has a widespread network, providing over 270 channels and interactive services Pan India. Previously, customers calling into the contact center would have to navigate through lengthy menu prompts to be routed to the appropriate agent to handle their question, causing unnecessarily long call times.

Tata Sky turned to Nuance to implement speech recognition technology into their IVR system so that callers could simply state the reason for their call. A popular service provided by Tata Sky is allowing customers to simply say the name of a movie and the desired time for viewing in order to watch a Showcase movie. This process is  now  completely automated and saves customers from having to wait to speak to an agent to order a Showcase movie, reducing unnecessary call transfers and allowing agents to answer more complex queries.

“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 Sunny Rao, general manager, India and ASEAN, Nuance, in a statement. “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.”