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Liverpool installing voice recognition system
England - 23 November, 2007
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English Liverpool will install interactive voice technology next year, allowing the club to switch its resources from ticket sales to customer service.
The IVR platform will allow an increase in stations to handle customer service calls.
Club IT manager Ken Webster said the new technology will come in hand in dealing with major events. The club had a cup event in which more than 80,000 calls came from 20,000 different people, showing the need for constant redialing.
The biggest potential challenge will be integrating the IVR technology into back-end applications for seat booking.
The IVR platform will allow an increase in stations to handle customer service calls.
Club IT manager Ken Webster said the new technology will come in hand in dealing with major events. The club had a cup event in which more than 80,000 calls came from 20,000 different people, showing the need for constant redialing.
The biggest potential challenge will be integrating the IVR technology into back-end applications for seat booking.
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