Nortel Networks Helps Lloyds TSB Reach Customer Service Milestone

Wednesday 26 November 2003 08:15 CET | News

Lloyds TSB has received its 70 millionth automated call ? representing more than 84 million financial transactions ? through a speech-enabled customer self-service telephone system based on an interactive voice response (IVR) solution from Nortel Networks.

The system is based on Nortel Networks VPS/is (Voice Processing Series/Information Server) IVR platforms at Lloyds TSB locations throughout the UK. It permits customers to carry out financial transactions at a time suitable to them by simply speaking their instructions. The instructions are converted into commands that are executed on the bank?s mainframe computers. Responses are provided to customers in natural speech. Despite initial concerns about skepticism of speech-enabled solutions, customer feedback has been consistent with research undertaken by Lloyds TSB which indicates that such concerns are unwarranted. The results indicate that customers readily adopt such services if they are quick, simple and reliable. The IVR solution has evolved throughout Lloyds TSB?s relationship with Nortel Networks to address changing customer needs. Lloyds TSB has added features and functionality to its system without costly equipment replacements, underlining the benefits of Nortel Networks focus on protecting and maximizing initial investment.

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Categories: Payments & Commerce | Payments General
Countries: World
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