" Good commitment to the project has aided a very good working relationship between both the Audit Commission and Kainos. "

Caroline Murphy, Senior Project Manager, Audit Commission

" We were impressed with Kainos’ in-depth knowledge of SharePoint and how its use can derive greater business benefit. "

Mary Kane, Implementation Manager, C2k

" It was important for us to deal with a supplier (Kainos) that understands the special requirements of public sector organisations. "

Oliver Douglas, Senior Staff Officer, DCC

" It has been a pleasure to work with such a professional organization with knowledgeable staff and good customer focus. "

Martin Price, Extract Technology

" Kainos has created a unique customer-centric website that delivers fast and accurate insurance quotes. "

Brendan Hughes, eCommerce Manager, FBD

" The service and performance, provided by Kainos on the Kofax implementation was excellent. "

Nigel Byatt, E-Government Program Manager, Harlow District Council

" The success of this project is as much about the partnership with Kainos as the technology itself. "

Ross Morley, Programme Manager, Havant Borough Council

" We were impressed by Kainos’ clear and business benefits driven approach to addressing our key requirements and helping to articulate the solution benefits. "

Lesley Bett, Programme Manager, Information Commissioners Office

" Kainos’s track record implementing EDRM solutions in other councils was very comforting to North Somerset. "

Barrimore England-Davis, EDRM Project Manager, North Somerset Council

" The case management solution has resulted in better service delivery and a more effective operation. "

Jon Freeman, Royal Institution of Chartered Surveyors

" Kainos put forward a very positive team that showed great commitment and knowledge throughout. "

Declan McKibben, Application Portfolio Manager, RTÉ

" The new scanning system has already made a difference to our business and has improved the level of operational efficiency. "

Richard Evans, Internet Manager, C&W

" Kainos had a wealth of experience in EDRMS projects and a deep understanding of SharePoint. We are very pleased with the knowledge and expertise. "

Julie Parish, IT Support Service Manager, GWH

" Kainos has been excellent and a pleasure to work with. We couldn’t have done it without them. "

Mark Eustace, Systems Development Manager, HSCB

" Evolve™ enables us to harness the true value of information at our fingertips for quicker and better patient care. "

Neil Turnbull, Head of Programme Delivery, The Ipswich Hospital NHS Trust

" The Kainos team worked well to deliver a superb product which has been very well received. "

John Evans, Scottish and Southern Energy

" We are absolutely delighted by the Integrated Customer Services Centre developed by Kainos. "

Dominic Lumsden, Operations Director, Ulster Bank

" Kainos has used their excellent knowledge of content management to advise and guide us throughout this project and deliver it on time and to budget. "

David Fitzgerald, Project Manager, WYP

" Kainos has an in-depth knowledge of SharePoint 2010, a strong project management discipline, and a wealth of experience in the public sector. "

Louise Kearney, Director of Organisational Development, NITB

" Kainos, Evolve, understood the strategic vision for the NHS and demonstrated drive and enthusiasm in supporting us in implementing the EDMS. "

Nick McDonnell, Head of IM&T, West Suffolk Hospital NHS Trust

" Kainos has used their excellent knowledge of content management to advise and guide us throughout this project and deliver it on time and to budget. "

David Fitzgerald, Project Manager, WYP

eircom Voice Recognition

eircom Case Study PDF

The Background

eircom is Ireland’s leading provider of a comprehensive range of advanced voice, data and Internet services. With 76% share of the Irish fixed-line market, eircom currently has 2.2 million fixed-line telephone access channels in service. eircom has a customer base of over 1.2 million customers and handles almost 7 million inbound sales and service calls annually to both existing and potential customers via a network of eight contact centres throughout Ireland. These centres are manned by some 400 agents.

The Challenge

eircom handles in excess of 130,000 inbound calls to its service centres each week. eircom wanted to place a greater emphasis on the quality of their customer service, while at the same time position itself to respond to an increasingly competitive environment.

In responding to this challenge eircom had some key issues it wanted to address;

Provide all callers with a high quality customer service
Extend its customer access to being 24/7/365
Ensure all customer calls were routed to the appropriate agent
Maximise the productivity of the customer channel to optimise customer service
Position eircom to grow this channel in the most cost efficient way

The Solution

eircom identified speech recognition self-service as the solution to establish automation on its customer service channel. The “1901” customer service line deals with both sales and service enquiries for existing and potential customers. SpeechStormTM provided the eircom Voice Recognition (e-VR) solution, based on the Genesys VoiceXML platform and Nuance Speech Recognition technology. These technologies work together to create a dynamic call experience.

The e-VR solution is an automated speech telephony service that is fully integrated via the SpeechStorm developed agent solution with over 20 eircom applications and encompasses a rich suite of services including Computerised Telephony Integration (CTI) to all consumer and business contact centres, allowing customer identification and query at the agent desktop.

The speech-enabled solution responds to voice commands rather than the telephone keypad input, leading to shorter calls and the automation of functions that could not previously be automated, while providing a richer more interactive customer experience. The use of speech has allowed eircom guide it’s customers to successful query resolution in the timeliest manner while providing increased agent capacity to deal with calls that cannot be self served by the customer.

The e-VR solution was initially rolled out to over 1 million eircom customers giving instant access to account queries and payments. The solution was fully implemented, from inception to go-live over an 8 month period. Today almost 7 million calls are handled annually by the e-VR solution.

The Benefits

Delivery of new and improved products and services. eircom now offers fully automated services including order placement, bill payment, fault reporting and general account enquiries, with services available 24/7. This level of flexibility improves the customer experience by giving callers the choice of how and when they conduct business with eircom.

Enhanced efficiency of the contact centre. The e-VR solution has eliminated double handling of calls, automated simple transactions and improved the identification and routing of calls. In addition eircom can now respond to enquiries faster and more cost effectively, without agent intervention.

Brand differentiation. The e-VR solution has enabled eircom to differentiate from the competition by demonstrating their customer focus and drive to improve the caller experience. eircom has also developed their own phone persona that is unique to eircom, further strengthening their brand.

Cost savings. Today over 13,000 calls per week are handled without agent intervention. 2,000 calls are no longer double handled due to call routing. Payments and billing transactions are well ahead of the business case.

Return on Investment. eircom invested €2million in the e-VR solution. Their goal is to achieve return on investment by the second year of operation and reduce annual operating costs by 20% in the third year. Today eircom is well on track to achieve these goals.