You may have seen the press release or the article mentioning the Speech Technology Award won by Time Customer Service.
Time Customer Service is the global customer service, information systems, marketing services, and subscription fulfillment operation of Time, one of the world’s largest publishing companies, with a stable of titles that includes Time, People, Sports Illustrated, Fortune, Money, Health, Entertainment Weekly, Essence, National Geographic, and Southern Living.
Time Customer Service has been able to automate 51 percent of all name and address change calls and 71 percent of all cancellation calls, equating to roughly 2 million calls previously handled exclusively by live agents. That has led to a 40 percent reduction in costs and increased call center capacity.
This award marks the fifth consecutive Speech Technology win for TuVox, following the “2007 Implementation Award” for Telecom New Zealand, the “2006 Most Innovative Solution” award for the TuVox Perfect Router deployment at Canon USA, the “Best Speech Application Award” in 2005 and the Speech Solutions CHALLENGE II Usability victory in 2004.
“Recipients of the Speech Technology magazine’s Speech Industry Awards are recognized for accomplishments that stand out from the crowd,” says David Myron, editorial director of Speech Technology magazine. “They have distinguished themselves through their individual accomplishments, service to the industry and the implementation of truly innovative new applications using speech technology.”
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