Burlington, Mass.-based speech and imaging solutions provider Nuance Communications, Inc. has announced that its natural language call steering solution has been implemented by BT (News - Alert) Business as part of a drive to improve the customer service experience and to drive efficiencies in customer service operations.

BT Business will leverage the Nuance (News - Alert) solution to help its one million UK business customers reach customer service using a single telephone number and be directed to the relevant customer service agent or automated service after a short explanation. BT Business receives 10 million inbound customer calls every year. By helping the customers easily self route their call, the Nuance solution will allow BT Business customer service representatives to spend their entire time resolving caller issues.

In the words of Bruce Carter, customer experience director, BT Business: "We want our customers to be able to concentrate on running their businesses rather than their networks and IT. A first rate call steering solution will make it easy for them to contact us when they need to and reduce the time it takes us to help them. We expect that Nuance's natural language service will help us streamline and simplify this process improving our customers' experience."

"With customer service a key differentiator in this competitive market, BT Business has identified how it can transform its inbound contact strategy with call automation," commented Ian Turner, general manager, Northern Europe, at Nuance Communications (News - Alert). "With nearly 75 percent of all customer interactions still taking place through the telephone channel, it is imperative that companies deliver levels of service that consumers want and rightly expect from call centres, and to create long-term brand loyalty."

Nuance Communications, Inc. serves businesses and consumers globally by providing them a range of speech and imaging solutions. Through its technologies, applications and services, Nuance makes things better for millions of users and thousands of businesses.

In another article, TMCnet reported that Getfugu, Inc., a developer of next generation mobile search too, has chosen Nuance to Expand Voice Recognition, IVR System Interface.