London — February 12, 2007 – TuVox, a leading provider of on demand speech applications,
today announced that British Airways, the United Kingdom’s largest international airline, has
deployed a TuVox Conversational Speech application to assist in the drive for greater customer
self service. TuVox provides British Airways customers with a quick and efficient way to retrieve
flight information such as departure time, terminal location, meal information and baggage
allowance, through a natural language voice application.
British Airways understands the importance of creating a self-service experience that is intuitive,
friendly and effective for callers. Deployed in August 2006, the TuVox speech application
achieves strong end-to-end automation rates for callers requesting flight status information based
on their flight confirmation number. British Airways set a challenging performance threshold for
the application and the TuVox speech application consistently exceeds those expectations.
“We selected TuVox because of their enthusiasm and flexible approach in tackling what was a
complex airline project with challenging business targets,” said Pete Smith, Voice & Video
Applications Manager, British Airways. “TuVox’s solution has enhanced our ability to provide
customers with 24 x 7 easy access to a range of information about their booking.”
“We are honoured that British Airways has selected TuVox to deliver its voice automated
customer self-service objectives,” said Larry Miller, president and CEO of TuVox. “British
Airways are demonstrating how voice self-service can effectively complement the service
provided by its contact centres by offering customers easier access to information about their
travel arrangements at their time of choosing.”
About British Airways
British Airways is one of the UK’s largest scheduled international airlines and is one of the largest
in Europe. It carries 36 million passengers per year to 140 destinations in approximately 70
countries. Together with its Oneworld alliance partners, BA can offer its customers flights to 550
destinations worldwide. The airline has one of the largest fleets in Europe – with almost 300 aircraft in service. It operates
approximately 1,000 flights per day. British Airways employs 45,000 people around the world
making it one of the most diverse global workforces.
British Airways is based at London Heathrow.
About TuVox
TuVox is a leading provider of On Demand speech applications, empowering companies to
deliver superior caller experience through the voice channel. Available as a hosted or on- premise
solution, TuVox’s award winning applications are easily customized to your business and can
quickly be updated in response to business changes. TuVox speech applications automate
virtually any type of call, including natural language call-routing, self-service transactions and
interactive customer support. By delivering a superior caller experience, TuVox speech
applications increase customer satisfaction and improve the adoption of voice self-service.
TuVox customers include companies such as ABN-AMRO, AvMed, British Airways, Office Depot,
Canon, Charter Communications, Gateway, Netflix, Office Depot, Telecom New Zealand,Time
Customer Service and TiVo. To find out more about TuVox, please visit www.tuvox.com.
