Hosted voice KPN
KPN uses the Telios IVR platform from Telecats to deliver IVR and speech technology to their (business) customers for fast and efficient identification of customers, classification of call reasons for routing and self-service applications. KPN is a leading supplier of Telecommunication and ICT services. KPN serves a large number of customer groups at home and abroad with a wide range of products and services under various brands: from prepaid call services in the USA to interactive HD television in the Netherlands.
IP-Telephony M7 Group
Telecats implemented a remote IVR and IP office telephony solution for M7 Group S.A. With the Telios IP-Telephony solution from Telecats, M7 Group offers turnkey IVR self-service, call center and CTI applications and office telephony for her subsidaries and their customers in the Netherlands, Czech Republic, Austria and Belgium. The Telios IVR system has a load balanced and redundant setup over different locations and is accessible in the different M7 contact center and office locations via M7’s private WAN. Inbound and outbound traffic is handled via local gateways (POPs) connected via ISDN or SIP trunking to local telecom providers in each country. The traffic will be Least Cost Routed by the Telios IP platform to the correct destinations. M7 Group SA is established in Luxembourg and is the European Provider of Satellite Services for consumers and business customers. Today M7 Group SA has more than 2 million viewers who use a small Satellite dish to receive hundreds of Digital National and International TV and Radio Channels.
Contact center Emesa
Telecats implemented her contact center solution at Emesa with priority queuing and routing (ACD), computer telephony integration (CTI) and call recording for quality monitoring. At Emesa Telios contact center is fully integrated with the KANA solution for advanced multi-channel customer service. The combined platforms give Emesa real-time insight into the contact history and behavior of customers over all contact channels. Emesa is the leading e-commerce company that enables consumers to search, compare and book travel & leisure packages e.g. holidays, day trips, concerts, musicals and beauty & wellness. Emesa operates in the online travel & leisure market and weekly reaches over 5 million inhabitants of the Netherlands via her e-mail newsletters. The websites of Emesa have more than 95 million visitors per year. Currently Emesa has 175 employees who are committed to make a difference in the travel and leisure market.
Speech recognition Sanoma
Telecats delivers hosted voice routing services to Sanoma customer service in the Netherlands for fast and efficient identification of customers, classification of call reasons via IVR and speech technology for self-service and first contact resolution. Sanoma Media Netherlands B.V. is part of the listed Sanoma Group, a media and education company that provides information and entertainment for millions of people in many European countries. Sanoma has a strong market position in all parts of the media industry: magazines, television stations, events, customer media, e-commerce sites and apps. The portfolio consists of many different A-brands, including Donald Duck, Grazia, LINDA., NU.nl, SBS 6, Startpagina and Veronica.
Telios Voice portal
The Telios Voice Portal answers all incoming calls at AEGON. Customers are identified via the CLI or zip code and house-number with speech recognition. By matching the collected information with the customer databases the voice portal can identify the caller or limit the number of valid identities. Next the voice portal asks the caller to state the reason why he or she is calling, simply by answering the question: ‘How may I help you?’ Using large vocabulary speech recognition the voice portal classifies the call reason and decides to which group of agents (ACD) or self service application this call needs to be transferred. At AEGON, balance information and transferring money between savings account and current account are carried out through self-service applications. If the call reason matches one of the entries in the history of the contacts of this customer with AEGON, the call is transferred with priority to the same agent (when available). Via CTI all the information gathered by Telios Voice Portal like ID, historical contacts, question asked, possible answers from the knowledge base are available to the agent.
Speech analytics Nuon
Daily, thousands of customers contact Nuon. These contacts contain valuable information about their customer services. Using speech analytics in the contact center context information and speech from conversations is stored. This provides important information and saves valuable time of agents because logging call reasons is automated. The recordings, containing both the speech of the contact center agents and the customers are converted from speech to text and stored to be analyzed in combination with the context information (date, time, duration, IVR choices). The information is disclosed via the speech analytics tool where Nuon data analysts can analyze the customer service calls: Quality monitoring and coaching by testing the adherence to call scripts, speaking/listening time ratio, language usage and other guidelines set for contact center employees.
TNT-Innight SMS delivery
The Innight group offers European deliveries through their own distribution network, combined with activities in partnered countries. Almost 1.500 employees and more than 2.600 subcontracted drivers work together each night in the European Innight market in 26 different countries. Telecats implemented several IVR and SMS hosted services for TNT in the Netherlands, Belgium and Germany that support delivery reporting via SMS to enable faster processing of Innight consignments. TNT Innight is one of the most innovative night distributors in Europe with the most reliable and efficient solutions. TNT Innight is continuously working on development and improvement to respond to changes in society, technology and night distribution, and continuously looking for innovative solutions for enhanced convenience, security and cost-efficiency for, as well as in collaboration with their clients.
Contact center Conrad
Telecats implemented her contact center solution at Conrad with priority queuing and routing (ACD), computer telephony integration (CTI) and call recording for quality monitoring. At Conrad Telios contact center is fully integrated with the KANA solution for advanced multi-channel customer service. The combined platforms give Conrad real-time insight into the contact history and behavior of customers over all contact channels. Conrad Electronic is a supplier of electronics and household technology products. The Conrad Online product range currently comprises more than 350.000 individual items, covering everything from desktop PCs, laptops & notebooks, high-performance graphics cards for gamers, TV sets, digital cameras to a multitude of products related to energy and household technology, tools & equipment. Besides supplying quality products at affordable prices, maximum customer satisfaction by providing a first rate customer service and competent advice are at the core of Conrad’s philosophy.
Subtitling of debates Dutch Parliament
Telecats has ensured that plenary debates of the Dutch Parliament come with subtitles. Anyone can watch these debates online. Voice recognition software ensures that the text of the acts is synchronized using the voice of the politicians, so that there is an auto-generated subtitles. The text of the subtitles in the videos is equal to the uncorrected report, such as that by the Clerk’s Office was created and on the website of the Dutch Parliament. It is now possible to search a specific spoken word and view that specific clip from the debate. This makes the search possibilities enormous. Through the joint offer of voice and text, its easier to follow the debates, for example, for people who have trouble with the Dutch language. The subtitles ensures that debates can be followed without the sound. For example on displays at stations, in canteens and in government buildings. With the push of a button the subtitles can be switch on or off.