BT, one of the world's leading providers of communications solutions and Eckoh Technologies, one of Europe's leading speech application service providers, today announced a two year contract extension to supply TD Waterhouse with an automated Stock Quotation service, using advanced speech recognition technology.
The automated Stock Quotation service, originally deployed for TD Waterhouse, by BT and speech partner Eckoh Technologies in 2003, allows customers to access real-time share price and market index information quickly and efficiently, without needing to speak to a live agent.
Over the past two years, the speech-enabled call handling service has expanded to incorporate an additional 10 branded products, including stock quote services for TD Waterhouse's corporate clients and a "find my registrar" service on all quoted stocks. BT and Eckoh's Stock Quote solution now handles over 25 per cent of TD Waterhouse's daily inbound calls.
Under the new two-year contract, the Stock Quotation service will allow investors to access real-time share price information on more than 1,500 UK-listed companies, popular indices and registrar information quickly and easily, using automated speech recognition technology.
BT and Eckoh's highly scaleable speech platform, (capable of handling up to 6,500 calls simultaneously), means that calls are answered immediately even when there are large peaks in demand as the stock market fluctuates. Through an on-line management information solution provided by Eckoh and BT, TD Waterhouse has access to up-to-the-minute Business Intelligence on call volumes, peaks in demand, service performance and the day's most popular stocks.
Darren Hepworth, vice president of Customer Contact at TD Waterhouse, said: "Since its introduction, the service has provided our customers with more than 2 million quotes and has had a positive impact on the number of customers progressing to an agent to complete a trade. The figures really do speak for themselves. We are delighted with the results and are now turning our attention to look at the future potential for Self-Service, working closely with our partners BT and Eckoh Technologies."
Chris Pike - Head of CRM Practice at BT comments: "Our extended contract with TD Waterhouse is an example of how BT's networked perspective enables us to create a range of CRM solutions and services that meet our customers' changing business needs. Speech recognition services play a key role in enabling our customers to transform their business operations, and most importantly their customer service delivery. Working closely with Eckoh, we have jointly demonstrated client service excellence in the delivery of sophisticated client handling solutions. TD Waterhouse's decision to extend their contract is testament to that quality of service."
Jim Hennigan - Managing Director - Eckoh Speech Solutions comments: "We are delighted that TD Waterhouse has chosen to extend its contract with BT and Eckoh. The Stock Quote service is a great example of the benefits to be realised from successful speech recognition services - from both a customer service and cost efficiency perspective. We look forward to building on our remarkable success through the BT alliance, and driving further new business opportunities for BT customers in the accelerated market for advanced speech recognition services."