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Talkingtech, the automated interactive voice messaging business, has enhanced
its intouch COLLECTIONS technology with the latest version of the renowned
text-to-speech engine, RealSpeak 4.0.
Complementing a ‘traditional’ call centre environment, intouch COLLECTIONS is an
interactive automated voice messaging service that uses quality pre-recorded
audio to enable businesses to effectively and efficiently remind their customers
of payments that are due.
Philippe Goold, Chief Technology Officer for Talkingtech, explained: “The
strength of our technology is the voice.
"The more successfully we can replicate the human voice, the better the chance
of the call recipient relating to the message and responding positively to it.”
RealSpeak Telecom 4.0, from speech and imaging solutions provider Nuance, is the
leading text-to-speech engine, which converts written copy into spoken words
such that it is almost indistinguishable from real, human speech.
Available in 26 different languages, and emulating 40 different voices in a
variety of different accents and speaking styles (including both male and female
variants), RealSpeak produces startlingly human-sounding synthesized speech that
can be matched seamlessly into Talkingtech’s existing pre-recorded scripts.
“The text to speech engine is invaluable to us in personalising the automated
message that we send out,” Goold added.
“The technology is well-suited to authentically replicating dynamic data such as
names, addresses and place names which means that we can insert this information
automatically into each individual call we make.
"The quality of the voice sound is so good that it does not jar with the human
voice recordings we use, and creates a flowing personalised message that will
not alienate the customer.
“At Talkingtech we have spent many years perfecting the technology we use to
engage with customers, with professional messages carefully developed to suit
both the business and the required tone.
"Mirroring person-to-person contact has the commensurate improvement in results,
and we are confident that RealSpeak 4.0 is helping us to do that and to extend
the development of our solutions in multi-lingual and multi-national markets.”
intouch COLLECTIONS technology is used by some of the UK’s major businesses,
with a particular niche in the mobile telecommunications sector.
It is especially effective in contacting the lower-risk debtors that typically
comprise the bulk of a business’ DSOs, where a ‘phone prompt is often sufficient
to generate an immediate response but where actual human interaction is cost
prohibitive.
Higher risk debtors can also be contacted with the option of a transfer to a
call centre agent to effect a resolution as required.
Nathan Knight, General Manager Europe at Talkingtech UK, explores the
scope for the effective use of automated interactive voice messaging in the
collections arena in the latest issue of
Credit Control Journal.
Source:
Credit
Control Journal
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