Bournemouth and West Hampshire Water has taken its hosted speech recognition auto payment system in-house to improve service agility by giving staff access to the system's management console.
Like many other water companies using the system from Fluency Voice Techonolgy, Bournemouth and West Hampshire Water initially chose to run the system as a hosted solution to get the system up and running quickly.
After using the system for 18 months, the water utility company decided to switch to the on-premise version to enable staff to make configuration changes in response to customer demand and seasonal peaks and flows.
"This responsiveness delivers visible service improvements for our customers and clear benefits to the business," said Richard Stanbrook, corporate and revenue services manager at Bournemouth and West Hampshire Water.
The water utility company uses the system for a number of phone transactions and enquiries as well as for handling simple information enquiries and providing phone numbers for frequently misdirected calls.
"Using Fluency on-premise gives the added advantage that all customer enquiry lines can now be managed under one system, which make consolidating reports much easier, and this is a key driver from the water industry regulator, Ofwat," said Stanbrook.